Call Centre Agents at National Bank of Kenya

On Monday, February 24th, 2014
Exciting opportunities in banking with a dynamic team
National Bank of Kenya, one of the leading banks with a vision to becoming the Bank of choice in the provision of financial services within the region has exciting opportunities for dynamic, experienced, self driven, result oriented individuals to fill the following position;

Call Centre Agents
8 Positions
The position will be offered on a two (2) year renewable contract.

Reporting to the Manager, Call Centre the successful candidates will be responsible for providing high quality customer service by tracking and responding to customer queries through telephone calls and other channels such as email.

Key Responsibilities
  • Provide first line support, troubleshoot problems and advise on the appropriate action, or otherwise escalate issues;
  • Answering calls and responding to customer inquiries professionally;
  • Researching required information using available resources;
  • Open, track and close trouble tickets;
  • Maintain status updates and requests with the Customer;
  • Providing customers with product and service information;
  • Capturing customer data;
  • Identifying and escalating priority issues;
  • Completing call logs and producing call reports;
  • Follow up on issues and provide feedback to customers on reported incidents to ensure satisfaction.
Position requirements:
  • Bachelor’s degree in a business field;
  • Aged between 24 and 28 years;
  • Two (2) years experience as a call centre agent
  • Knowledge of Microsoft Office Suite and social media applications.
Other requirements:
  • Customer service oriented and professional telephone etiquette;
  • Problem-solving and analytical ability;
  • Excellent verbal and written communication skills;
  • Quick decision-making abilities;
  • Ability to cope up with difficult situations and diverse customers;
  • Ability to multi task; work independently and also as part of a team
This position attracts competitive salary compensation, eligibility to the Bank bonus scheme, staff loans and other staff benefits.

Interested and suitably qualified individuals should forward their detailed application, CV, copies of their academic and professional certificates, day time telephone contacts and addresses of three professionally relevant referees to reach the undersigned by Wednesday, 5th March 2014.

*Only shortlisted candidates will be contacted. 
National Bank is an equal opportunity employer.
The Head of Human Resources
National Bank of Kenya Ltd
P.O. Box 72866 — 00200
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