Job Description

Intern - Customer Experience

JOB SUMMARY:

To provide support in CX department at Contact Centre, Service Experience and Quality Assurance on daily, weekly, monthly performance.

KEY RESPONSIBILITIES:

Customer Experience - 60%

  • Support with MIS reporting in CX department.
  • MIS reporting on Contact Centre Performance.
  • Extract data from multiple sources (BI, Flexcube, Way 4, CRM and other Contact Center systems) and organize it in a proper format that can be easily understood.
  • Data analytics and prepare dashboards.
  • Provide analysis of trends and forecasts.
  • Prepare and share daily, weekly, monthly, and ad hoc reports to the respective CX Management.

Business Process - 30%

  • Respond to any queries raised by the management in regards to the data or information submitted.
  • Engagement with management to interpret and report results of data analyzed.
  • Maintaining data and information security.
  • Ensure Compliance with data protection laws and regulations.
  • Maintain confidentiality of data and information.

Audit & Compliance - 10%

  • To ensure compliance of Customer Experience Policy, Customer Service Standards, Contact Centre Operations, all banks processes and procedures by self and team – including Prudential Guidelines, Risk Compliance Self-Assessment findings, Internal Audit recommendations; provide constant educations and escalation as required.
  • Comply with respective KYC, KYP and KYT procedures and be alert at all times to unusual or possibly suspicious activity and report to line manager.

Personal Development - 10%

  • Strive to continually improve personal performance to achieve team and departmental SLAs and KPIs.
  • Take responsibility for continuous self-development and own learning by identifying personal development needs and forward to line manager.
  • Work as part of a team and support colleagues.
  • Pursuit self-development to increase personal effectiveness, acknowledging both strengths as well as areas of development.
  • Attend all scheduled training.
  • Utilize the existing learning and training modules

KEY RELATIONSHIPS:

Direct Reports to this Position

  • N/A 

Customers of this Position

  • Customer Experience Managers.

Knowledge; Skills and Experience required for this Role

  •  Bachelor’s degree in any discipline with a minimum of second class honors upper division or equivalent.
  • Effective Communication Skills (written and verbal).
  • Customer service management processes and procedures.
  • MS proficiency – Excel, PowerPoint, word etc.
  • Strong analytical skills with competence in excel required.
  • Ability to work in a team
  • Customer service experience essential.
  • Financial Analysis.
  • Mathematical Skills.
  • Basic banking principles and practices

Competencies Required for this Role 

  • MIS data analysis & Reporting – mastery in Excel.
  • Presentation skills – mastery in PPT.
  • Communication skills.
  • Writing skills.
  • Working with People.
  • Persuading & Influencing.
  • Planning & Organizing Analytical Skills.

Fill in the details below and upload your CV in pdf format to apply for this position.

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