afb Advance Call Centre Agent Job in Nairobi Kenya

Business Unit: afb Advance

Job Title: Call Centre Agent
    
Hours: 8:00 - 17:00, Monday-Friday

Location: Nairobi, with occasional local travel required

Purpose of the Position: This role’s purpose is to perform assigned duties, ensuring professionalism, high productivity and delivery of world class service. 

Duties include, but are not limited to customer service, customer education, customer reactivation and collections. 

Responsibilities
 

Implement Operational unit strategies and plans   

• Implement operational plans for the relevant operational unit as defined by the team leaders and management.
• Follow the set operations department processes and procedures.
• Ensure the personal work targets are met by planning and monitoring own productivity.

Maintain and improve operations 

• Monitor personal targets regularly (hourly, daily, weekly and monthly) and take corrective actions if deviations are identified.
• Consider and suggest ways to improve productivity.
• Take personal responsibility to improve own knowledge and skills.
• Participate in performance reviews and coaching sessions aimed at improving personal work productivity, behavior and values.

Manage quality customer care    

• Maintains and surpass agreed customer service levels in all customer interactions.
• Be a brand representative when interacting with both internal and external afb customers.

Reporting and collaborating   

• Establish and maintain an open channel of communication with team leaders and management as well as other call centre agents.

Qualifications, Skills & Experience Required for Appointment

Qualifications Required:

• Completed secondary education, preferably with financial subjects
• A degree or diploma in a business-related field is recommended, but not essential, depending on experience.

Skills Required:

• Experience in a call center in the financial industry, preferably in Credit Cards
• Ability to work in groups of people from diverse backgrounds
• Fully computer literate on MS programs essential
• An understanding of call centre systems, infrastructure and processes an added advantage
• Excellent communication skills in English (reading, writing and speaking).  Swahili is an advantage.

Experience Required:

• Proven experience in handling customer interactions is essential.
• Work experience in a call centre environment an advantage
• Experience in providing exceptional customer experience and managing customer relationships an advantage.

Competencies Expected
 

Planning and Organising

• Sets clearly defined objectives for self, plans activities and projects, identifies and organizes resources, manages time effectively, monitors performance against deadlines.

Persuading and Influencing

• Gains clear agreement and commitment from others by persuading, convincing and negotiating; makes effective use of relevant processes to influence and persuade others; promotes ideas on behalf of oneself or others; makes strong personal impact on others; takes care to manage one’s impression on others.

Adapting and coping

• Adapts and responds well to change and challenges.  Manages pressure effectively and control emotions under pressure.  
• Copes with stress and demands positively.

Organizing and Executing

• Plans ahead and works in a systematic and organized way. 
• Follows directions and procedures.
• Focuses on customer satisfaction and ensures delivery of quality service based on agreed standards.

How to Apply

If you are interested and meet the above requirements and competencies, kindly send your cv and cover letter detailing your suitability for the position applied for to 
careers@afb.co.ke 

All applications MUST bear afb Advance call Centre Agent as the subject header