Stanbic Bank Kenya is seeking a Customer Care Centre Officer to provide professional and efficient support to clients across email and social media channels. The role involves responding to customer enquiries, resolving complaints, conducting Level 1 and Level 2 investigations, and ensuring clients receive high-quality service within established service standards.
The officer will also maintain accurate records of customer interactions, escalate complex cases appropriately, and ensure all activities comply with the Bank's operational, risk and regulatory requirements.
What you will do
Handle customer enquiries, requests and complaints received through email and social media channels.
Provide timely, professional and accurate responses while maintaining high customer-service standards.
Investigate and resolve Level 1 and Level 2 customer cases in accordance with established procedures and protocols.
Identify the underlying issues behind customer complaints and work towards appropriate and effective resolutions.
Manage customer interactions within agreed service standards and turnaround times.
Maintain service quality while meeting established individual and Contact Centre performance targets.
Accurately document customer enquiries, complaints, investigations and resolutions in the relevant systems.
Escalate complex, unresolved or higher-risk customer matters to the appropriate teams or management.
Follow established procedures when handling sensitive customer information and service requests.
Maintain compliance with applicable operational, regulatory and risk-management requirements.
Support a positive customer experience by communicating clearly and professionally throughout the resolution process.
Use customer relationship management systems and other Contact Centre tools to manage and track customer interactions.
Apply appropriate judgement when determining whether an issue can be resolved directly or requires further investigation or escalation.
Support customer-service and sales objectives while maintaining the Bank's required service standards.
What you bring
First Degree from a recognised institution.
1–2 years of relevant experience.
Previous experience in a customer service and sales role, preferably within a financial institution.
Demonstrated experience handling customer interactions, resolving enquiries and complaints, and delivering high-quality service.
Familiarity with Customer Relationship Management (CRM) systems and processes.
At least 6 months' experience working in a Contact Centre environment within the financial-services sector.
Behavioural Competencies
Articulating Information
Convincing People
Exploring Possibilities
Following Procedures
Interacting with People
Making Decisions
Showing Composure
Understanding People
Technical Competencies
Active Listening
Difficult Calls Management
Electronic Communications & Devices
Inbound Phone Statistics
Query Resolution
Telephone Caller Handling
How to Apply
Applications should be submitted online through the Standard Bank Group recruitment portal.