About Company
Equity Bank (Kenya) is a leading financial services institution in East Africa, committed to transforming lives and livelihoods by providing inclusive financial services that empower individuals and businesses. With a robust network of branches and innovative digital solutions, we strive to offer unparalleled convenience and service to our millions of customers. Our vision is to be the champion of the socio-economic prosperity of the people of Africa. We believe in nurturing talent and fostering a collaborative environment where every team member contributes to our collective success and impactful mission.
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Job Description
Are you a natural communicator with a passion for helping others navigate their financial queries? Equity Bank (Kenya) is seeking a dedicated and enthusiastic Customer Relations Assistant to join our dynamic online support team in Kilifi. In this pivotal chat-based role, you will be the first point of contact for our valued customers, providing exceptional service and timely solutions to their inquiries through digital channels. You will play a crucial role in building and maintaining strong customer relationships, ensuring a seamless and positive banking experience from the comfort of their preferred digital platform. This isn’t just about answering questions; it’s about active listening, empathetic problem-solving, and efficient information delivery that upholds our commitment to financial inclusion and customer satisfaction. You will be instrumental in translating complex banking information into clear, concise, and easy-to-understand messages, empowering our customers to make informed decisions. We are looking for someone who thrives in a fast-paced environment, possesses impeccable typing skills, and has a knack for turning challenges into opportunities for customer delight. If you are tech-savvy, detail-oriented, and eager to make a tangible impact on people’s financial lives, this opportunity at Equity Bank awaits you.
This role demands a proactive individual who can manage multiple chat conversations simultaneously without compromising quality or accuracy. You will be responsible for handling a wide range of customer issues, from account inquiries and transaction support to product information and technical assistance for our digital banking platforms. Success in this role hinges on your ability to quickly understand customer needs, diagnose issues, and provide step-by-step guidance or escalate complex problems to the appropriate internal teams with comprehensive notes. You will also be vital in identifying trends in customer feedback, contributing insights that help improve our services and digital offerings. Maintaining strict confidentiality and adhering to all banking regulations and internal policies is paramount. Join a team where your contributions are valued, and your growth is nurtured, as we continue to innovate and serve millions across East Africa. If you are passionate about customer advocacy and digital excellence, and ready to contribute to a leading financial institution, we encourage you to apply.
Key Responsibilities
- Provide prompt, accurate, and empathetic responses to customer inquiries via live chat, ensuring high levels of customer satisfaction.
- Assist customers with account-related questions, transaction inquiries, product information, and technical support for digital banking platforms.
- Effectively diagnose and troubleshoot customer issues, providing clear step-by-step instructions or escalating complex problems to specialized teams.
- Maintain detailed and accurate records of customer interactions, transactions, and resolutions in the CRM system.
- Adhere strictly to all banking compliance regulations, internal policies, and data confidentiality guidelines.
- Proactively identify opportunities to educate customers on Equity Bank's products and services that align with their needs.
- Collaborate with internal departments to ensure seamless service delivery and prompt resolution of customer concerns.
- Contribute to continuous improvement initiatives by providing feedback on common customer issues and suggested solutions.
Required Skills
- Excellent written communication skills with impeccable grammar and spelling
- Proficiency in typing with speed and accuracy (minimum 40 WPM)
- Strong problem-solving abilities and critical thinking skills
- High level of empathy and customer-centric approach
- Ability to multitask and manage multiple chat conversations simultaneously
- Proficiency in using CRM software and digital communication tools
- A keen eye for detail and commitment to accuracy
- Fluency in English and Swahili (written and spoken)
Preferred Qualifications
- A Bachelor's degree or Diploma in Business Administration, Communications, IT, or a related field
- Previous experience (1-2 years) in a customer service role, preferably in a chat-based or online support environment
- Familiarity with banking products, services, and financial regulations
- Experience working with digital banking platforms and mobile applications
Perks & Benefits
- Competitive salary package and performance-based incentives
- Comprehensive medical insurance coverage
- Pension scheme contribution
- Opportunities for professional development and career growth within a leading financial institution
- Access to ongoing training programs and workshops
- A vibrant and supportive work environment
- Employee wellness programs
How to Apply
Interested and qualified candidates are encouraged to apply by clicking on the application link below. Please ensure your application highlights your relevant experience in customer service and proficiency in chat-based support. Equity Bank (Kenya) is an equal opportunity employer and values diversity. Only shortlisted candidates will be contacted.
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