Contact Centre Back Office Officer at I&M Bank

Job Description I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE). The bank possesses a rich heritage in banking.Primary responsibilities: Provide customer support for queries, requests and complaints channeled through the I&M Social Media pages i.e., WhatsApp, Facebook, Twitter, YouTube, Instagram, and LinkedIn within the defined timelines and in line with the I&M Bank Standards.Respond to all engagements arising from the various I&M Digital campaigns within the defined timelines and in line with the I&M Service standards.Respond to customer emails received from internal stakeholders and public mailboxes within stipulated turnaround time and in line with I&M service standards.Handle telemarketing assignments to create awareness on Bank offerings and outbound campaigns such as care calling, customer onboarding and customer feedback collection.Support customers with any queries, requests, or complaints on the Bank’s Digital Banking channels i.e., Card and Online Banking (Mobile and Internet Banking).Report and escalate any emerging trends or Customer Feedback emanating from our social media handles and e-mail queues. Minimum requirements At least 1 year of experience at officer level in a customer service setting preferably in a financial institution with familiarity to the Contact Centre operations.A Bachelors’ degree holder from a recognized UniversityExperience with social media handling and support is an added advantage