Job particulars
- Job title
- Contact Centre Officer
- Hiring organisation
- s Expand Recruitment Services
- Location
- Nairobi, Kenya
- Employment type
- Full-time
- Work arrangement
- On-site
- Industry
- Customer Service
- Level
- Middle
- Posted
- 26 Oct 2026
- Closing date
- 30 Oct 2026
Key responsibilities
- Inbound Calls handling – 24-7 customer support for Queries, Requests and Complaints channelled through Voice within the defined timelines and in line with the I&M Bank Standards.
- Social Media Handling – 24-7 customer support for Queries, Requests and Complaints channelled through the I&M Social Media pages i. e., WhatsApp, Facebook, Twitter, YouTube, Instagram, and LinkedIn within the defined timelines and in line with the I&M Bank Standards.
- Social Media Campaign Support – Responding to all engagements arising from the various I&M Digital campaigns within the defined timelines and in line with the I&M Service standards.
- Email Handling – Responding to customer emails received from internal stakeholders and public mailboxes within stipulated Turnaround time and in line with I&M Service standards.
- Telemarketing and Outbound Campaigns – Handling Telemarketing assignments to create awareness on Bank Offerings and Outbound Campaigns such as Care Calling, Customer Onboarding and Customer Feedback Collection.
- Digital Channel Support – Support customers with any queries, requests, or complaints on the Bank’s Digital Banking channels i. e., Card and Online Banking (Mobile and Internet Banking) thus driving uptake, usage and digital channel satisfaction.
- Reporting and escalating any emerging trends or Customer Feedback emanating from our telephone, social media handles and e-mail engagements.
- Key Performance Measures:.
- Dropped Contact ratio.
- Service Level Score.
- Mystery Shopping Score.
- Customer Satisfaction Score.
- Quality Assurance Score.
- Social Media and Email Handle Time.
Candidate requirements
- Academic Qualifications:.
- Business related degree holder from a recognized University (Min – 2nd class upper or equivalent).
- Professional Qualifications:.
- Banking qualifications desirable.
- Work Experience:
- One-year continuous working at officer level in a customer service setting preferably in a financial institution with familiarity to the Contact Centre operations.
- Experience in Contact Centre or banking industry.
Required skills
Customer CentricExcellent written and oral communication skillsStrong collaboration skillsAnalytical and problem-solving skillsGood interpersonal and rapport building skillsStrong time management and organizational skillsRisk IntelligenceSelf-driven, autonomous and result oriented individualFlexible and adaptable working approachEmotional Intelligent
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Hiring organisation
s Expand Recruitment Services