Client Services Assistant (Mombasa) Job Standard Investment Bank

Responsibilities

Administrative Support:

• Assist in the daily administrative tasks of the call centre.
• Maintain and update records, files, and databases.
• Handle paperwork related to customer interactions, reports, and performance tracking.

Data Management:

• Organize and ensure accuracy of customer data in the CRM system.
• Pull reports and provide data insights for the call centre management team.
• Track and monitor call performance metrics.

Scheduling & Coordination:

• Coordinate meetings and training sessions for the call centre team/distribution team.
• Communicate scheduling changes or updates to the team.

Customer Interaction:

• Handle customer inquiries via call/emails.
• Provide support to customers by escalating concerns or directing them to the right associate.

Compliance & Quality Assurance:

• Ensure compliance with company policies and procedures.
• Assist in quality checks of customer service calls and reporting issues or improvements to the supervisor.

Skills & Qualifications:

• Experience: Administrative or call centre experience preferred.
• Technical Skills: Proficient in MS Office, particularly Excel, and experience with CRM or call centre software.
• Communication: Strong verbal and written communication skills.
• Organizational Skills: Highly organized with attention to detail.
• Problem-Solving: Ability to address issues and propose solutions in a timely manner.
• Time Management: Efficient in handling multiple tasks and deadlines.

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