About Company
Equity Bank Kenya is a subsidiary of Equity Group Holdings Plc, a leading financial services group in East and Central Africa. Driven by our purpose to transform lives, give dignity, and expand opportunities for wealth creation, we are committed to leveraging innovation to deliver financial inclusion. With an extensive branch network, agent network, and a robust digital platform, we serve millions of customers across various demographics, from individuals and small businesses to large corporations. We pride ourselves on our customer-centric approach, community involvement, and our dedication to fostering an inclusive and supportive work environment. Joining Equity Bank means becoming part of a team that is not only at the forefront of financial innovation but also deeply invested in the socio-economic development of Kenya. We believe in nurturing talent and providing our employees with opportunities for continuous learning and career advancement.
Advertisement
Job Description
Are you passionate about helping people and eager to kickstart your career in customer service? Equity Bank Kenya is seeking enthusiastic and dedicated individuals to join our dynamic team as Call Centre Operators for Inbound Customer Support in Kericho. This is an excellent opportunity for individuals who are keen to learn, as comprehensive training will be provided to equip you with all the necessary skills and knowledge to excel in this role. As a Call Centre Operator, you will be the first point of contact for our valued customers, providing exceptional support and representing the friendly and reliable face of Equity Bank. You will handle a variety of inbound calls, ranging from general inquiries about our products and services to assisting with account issues, resolving transaction queries, and guiding customers through our digital banking platforms. Your ability to listen empathetically, communicate clearly, and find effective solutions will be crucial. We are looking for individuals with a positive attitude, strong problem-solving skills, and a genuine desire to make a difference in our customers’ banking experiences. If you’re ready to embark on a rewarding career path with a leading financial institution and contribute to our mission of empowering Kenyans, we encourage you to apply. This role offers a fantastic foundation for growth within the banking sector, with a clear pathway for professional development.
Key Responsibilities
- Answer incoming customer calls promptly and professionally, providing a high level of service.
- Listen attentively to customer inquiries, complaints, and feedback to understand their needs.
- Provide accurate information about Equity Bank's products, services, and digital channels.
- Effectively resolve customer issues and concerns, escalating complex cases to relevant departments when necessary.
- Maintain detailed and accurate records of all customer interactions and transactions.
- Adhere strictly to bank policies, procedures, and regulatory requirements.
- Guide customers through various self-service options and digital banking platforms.
- Identify and escalate urgent or critical issues to ensure timely resolution.
- Participate actively in ongoing training and development programs to enhance product knowledge and service skills.
- Collaborate with team members and other departments to ensure seamless customer experience.
Required Skills
- Excellent verbal communication skills in English and Swahili.
- Strong active listening and comprehension abilities.
- Patience, empathy, and a customer-centric attitude.
- Basic computer literacy and ability to navigate multiple systems simultaneously.
- Ability to work effectively in a fast-paced and high-volume call centre environment.
- Strong problem-solving and critical thinking skills.
- High level of integrity, discretion, and ability to handle confidential information.
- Ability to maintain composure under pressure and de-escalate challenging situations.
- Team player with a collaborative spirit.
Preferred Qualifications
- Minimum Kenya Certificate of Secondary Education (KCSE) with a mean grade of C (plain) or equivalent.
- Previous experience in a customer service or call centre role is an added advantage, but not mandatory due to provided training.
- Proficiency in additional local languages spoken in the Kericho region.
- A diploma or certificate in business administration, communication, or a related field.
Perks & Benefits
- Comprehensive paid training program to build your expertise.
- Competitive salary package and performance-based incentives.
- Generous health insurance coverage for you and your dependents.
- Robust pension scheme for your long-term financial security.
- Clear opportunities for career growth and internal advancement within Equity Bank.
- Supportive, collaborative, and inclusive work environment.
- Continuous learning and professional development programs.
- Employee wellness initiatives and staff engagement activities.
- Access to modern banking facilities and technology.
How to Apply
Interested and qualified candidates are encouraged to apply by clicking on the application link below. Please ensure your application highlights your passion for customer service and your readiness to learn and grow with Equity Bank Kenya.
Advertisement
