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Officer, CIC (Consultant, Customer Service)

Nairobi, Kenya
Company Details
Industry: Banking
Description: Standard Bank Group is the largest African banking group by assets offering a full range of banking and related financial services. "Africa is our home, we drive her growth” Our vision is to be the leading financial services organisation in, for and across Africa, delivering exceptional client experiences and superior value. This sets the primary goals and standard of excellence we intend to achieve in the medium term. With a heritage of over 150 years, we have an on-the-ground presence in 20 countries in sub‑Saharan Africa; fit-for-purpose representation outside Africa; and a strategic partnership with the Industrial and Commercial Bank of China (ICBC). In line with the realities of risk, regulation, technology and competition that characterise our operating context, we continue to invest significantly in our diversified operations; our people and culture; our systems and infrastructure; and our brand. In doing so, we understand that our commercial success and social relevance over the long term depends on placing our clients at the centre of everything we do, and ensures that the outcomes of our activities are a catalyst for growth on this continent we call home. The long-term foreign currency ratings for The Standard Bank of South Africa, the single largest operating entity within the Standard Bank Group, are: Fitch Ratings BBB- (negative), Moody’s Baa2 (negative) and Standard & Poor’s BBB- (negative). The group is listed on the JSE Limited, share code SBK, and the Namibian Stock Exchange, share code SNB. The largest bank in the world, ICBC, is a 20.1% shareholder in the group. Other than the 20.1% ICBC shareholding, 32.9% of Standard Bank’s shareholder base is foreign. We subscribe to the Code of Banking Practice, a set of principles governing banking in South Africa and ensuring the highest standards of professionalism, integrity and fairness.
Job Description
  • To ensure that customer service requests, complaints and queries, received are acknowledged, understood and efficiently resolved within specified timelines or escalated to the appropriate area (e.g. Network, subscriber billing, development). Be responsible for providing specialized support and resolving complex queries and issues that frontline support personnel are unable to address, and therefore can be the first point of escalation for clients and frontline staff.

Qualifications

Type of Qualification: Degree in Business Administration or equivalent
Field of Study: Not applicable
Experience Required
Client Coverage
Personal and Private Banking
5-7 years

  • Experience in, Operations, Channel, Call Centre, Helpdesk -Service, Support, Project Implementation and management. Experience in telecommunications Support.

Additional Information

Behavioural Competencies:

  • Checking Details
  • Documenting Facts
  • Embracing Change
  • Following Procedures
  • Generating Ideas

Technical Competencies:

  • Banking Process & Procedures
  • Client Servicing
  • Product Related Systems (Consumer Banking)
  • Risk Management
Education: Degree, Diploma
Employment Type: Full Time

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