Customer Service Adviser

We serve more than two million consumer, small business and commercial clients. Branch hours are 9 to 5 weekdays and 9 to noon Saturdays, with Saturdays on a rotation.

About the role:

We have an immediate opening for a Customer Service Adviser in Nairobi. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Hybrid, with three days a week in our Nairobi office.

Main duties:

• Update customer records accurately
• Notice repeat problems and report them to your team lead
• Meet targets for handle time, quality score and customer satisfaction
• Document every interaction in Zendesk or Salesforce Service Cloud
• Call customers back on open issues within the promised timeframe

Qualifications:

• 3+ years of customer service, retail, hospitality or call centre experience
• Clear speaking voice and good listening skills
• High school diploma or GED
• Comfortable using multiple screens and systems at the same time
• Must pass a background check
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster

Preferred qualifications:

• Bilingual English and Spanish (pay differential)
• Chat support experience
• Zendesk, Five9 or Genesys experience

Schedule: Four 10-hour shifts, rotating weekend day

Compensation: KES 21,000 - KES 26,000 per month + overtime

Why work with us:

• Medical cover
• Pension contribution
• Annual leave
• Transport allowance
• Lunch provided
• Life cover

Shortlisted candidates will hear from us within two weeks.

Applications are reviewed on a rolling basis.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Taifa Bank.