JOB TITLE: Customer Service Officer (Banks) REPORTING TO: Head of Customer Service LOCATION: Nairobi, Kenya
The Purpose of the Job The Customer Service Officer serves as the primary operational liaison between our client and banking clients. The purpose of this role is to deliver responsive, high-quality customer support, coordinate seamless issue resolution, maintain service excellence, and ensure effective communication throughout the entire service delivery lifecycle. You will be the trusted voice and face of our client to our banking partners.
A Brief Description of the Person Specs Our client is looking for a professional who is passionate about service excellence and building lasting client relationships. if you possess exceptional communication skills, a problem-solving mindset, and the ability to remain calm under pressure. If you thrive in a fast-paced banking environment, are highly organized, and understand the importance of confidentiality and accuracy when dealing with financial institutions and their customers.
Tasks, Duties & Responsibilities

• Respond promptly and professionally to customer enquiries and service requests via phone, email, and other communication channels.
• Coordinate with internal operational teams (production, technical, logistics) to resolve customer issues efficiently.
• Provide timely updates and progress reports to customers on the status of their service requests.
• Maintain accurate and detailed customer interaction records in the CRM system.
• Monitor service requests through to completion, ensuring timely closure and customer satisfaction.
• Escalate critical customer issues to the appropriate management level where necessary, ensuring swift resolution.
• Support the achievement of agreed service level commitments (SLAs) with banking clients.
• Build positive, professional, and long-term relationships with banking clients.
• Prepare customer service performance reports for management review.
• identify recurring issues and recommend service improvements to enhance efficiency and client satisfaction.
• Ensure the absolute confidentiality of all customer information and banking data.
• Promote and uphold high standards of customer satisfaction and service excellence at all times.

Person Specification Educational & Professional Qualifications

• Education: A Bachelors Degree or Diploma in a relevant discipline (e.g., Business Administration, Communications, Banking, or a related field).
  
• Experience: 1 to 3 years of relevant experience, preferably in a banking, financial services, or customer service environment. Experience in a BPO or client-facing role within the banking sector is a distinct advantage.

Skills Forte Soft Skills:

• Exceptional Communication: Clear, confident, and professional verbal and written communication skills.
• Problem-Solving: Ability to think on your feet and resolve issues creatively and efficiently.
• Attention to Detail: Meticulous accuracy in recording information and processing requests.
• Interpersonal Skills: Natural ability to build rapport and trust with clients and internal teams.
• Adaptability: Willingness to work shifts and adapt to changing customer demands.

Technical Skills:

• Computer Literacy: Proficiency in MS Office Suite and CRM software.
• Typing Skills: Fast and accurate typing for documentation and correspondence.

Core Competencies:

• Customer focus, service excellence, time management, confidentiality, and teamwork.

Remuneration Package Our client offer a competitive compensation package designed to attract and retain top talent in the banking services sector:
Salary:

• A competitive monthly gross salary. Commensurate with your Qualifications, Level of Experience, and Specific Location.
  
• Roles based in Nairobi typically command the higher end of this scale.

Shift Allowance:

• An additional shift allowance will be provided for officers working non- standard hours or rotating shifts where applicable.

Benefits:

• Comprehensive health insurance coverage
• Pension/Retirement plan contributions.
• Generous annual leave and paid public holiday entitlements.

Perks:

• A stable, professional working environment within the banking ecosystem, with access to ongoing training, professional development opportunities, and clear career progression pathways.

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