Nafasi ya kazi :- CALL CENTER at CRDB Bank September 2026

• Respond to customer enquiries, requests and complaints through telephone, email, social media and live chat, providing accurate and professional responses in line with Contact Centre guidelines.
• Record and maintain accurate customer interaction records in the Contact Centre system to support reporting, monitoring and timely follow-up.
• Process and follow up on customer requests and product or service applications received through the Contact Centre, ensuring timely resolution and service delivery.
• Escalate complex or unresolved customer enquiries to the appropriate supervisor or relevant department for further assistance.
• Maintain a strong knowledge of the Bank’s products, services, branch and outlet locations, and applicable service requirements to provide accurate information to customers.
• Maintain clear and complete records of customer interactions in accordance with established procedures.
• Adhere to Contact Centre schedules, service standards, operating procedures and performance requirements.
• Demonstrate the Bank’s values and commitment to service excellence in every customer interaction.
• Build positive and sustainable customer relationships by demonstrating empathy, active listening and a willingness to go the extra mile.
• Identify recurring customer issues and provide relevant feedback to supervisors and the Customer Experience team to support continuous service improvement.

Qualifications Required

QUALIFICATIONS & EXPERIENCE

•  Bachelor’s degree or equivalent qualification.
• 1–2 years of relevant experience in customer service, Contact Centre operations, banking or a related environment is preferred.
• Good knowledge of customer service practices, Contact Centre systems and banking products and services.
• Good computer literacy and proficiency in Microsoft Office applications, including Word, Excel, PowerPoint and Outlook.
• Good data entry and typing skills. 

KEY COMPETENCIES

•  Excellent verbal and written communication skills.
• Strong customer service orientation and a willingness to go the extra mile.
• Excellent listening and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to remain calm and professional when handling challenging customers.
• Ability to work effectively in a fast-paced Contact Centre environment.
• Flexibility to work according to operational requirements and schedules.
• Strong attention to detail, accuracy and follow-through.
• Ability to work collaboratively and manage multiple customer interactions effectively.

Languages:

• Proficiency in French , English and Lingala is required.
• Working knowledge of Swahili and Mandarin is an asset.