About Company
Equity Bank is a leading financial services provider in Kenya and across East and Central Africa. Committed to transforming lives and livelihoods, we offer a comprehensive range of products and services, including banking, insurance, investment, and mobile banking solutions, to individuals, businesses, and corporates. Our mission is to provide inclusive financial services that socially and economically empower people. With a robust network of branches and alternative channels, including agency banking and mobile platforms, Equity Bank consistently strives to deliver exceptional value and customer experience. We are an equal opportunity employer dedicated to fostering a diverse and inclusive workplace where every team member can thrive and contribute to our shared vision.
Job Description
Are you a highly empathetic and solutions-oriented individual with a passion for helping others? Equity Bank is seeking a dedicated Customer Support Specialist to join our dynamic Service Desk team in Trans-Nzoia County. This role offers a flexible schedule, acknowledging the importance of work-life balance while ensuring our customers receive outstanding support during our operational hours. As a Customer Support Specialist, you will be the first point of contact for our valued customers, addressing their inquiries, resolving technical issues, and providing guidance on our extensive range of financial products and services. You will play a crucial role in maintaining high levels of customer satisfaction, building lasting relationships, and upholding Equity Bank’s reputation for excellence. This position requires strong communication skills, a proactive approach to problem-solving, and the ability to navigate a fast-paced environment with grace and efficiency. If you are eager to make a tangible impact and grow your career within a pioneering financial institution, we encourage you to apply. Join a team that values your contribution and invests in your professional development.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries via phone, email, and live chat, ensuring prompt and professional resolution.
- Diagnose and resolve customer issues related to banking products, digital platforms, and technical challenges.
- Provide accurate information about Equity Bank's services, policies, and procedures.
- Escalate complex issues to appropriate internal departments, ensuring timely follow-up and resolution for the customer.
- Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
- Educate customers on self-service options and best practices for using banking tools.
- Identify trends in customer inquiries and provide feedback to improve products and services.
- Adhere to all bank compliance, security, and operational procedures.
- Participate in ongoing training and development to stay updated on product changes and service enhancements.
- Contribute to a positive team environment and collaborative service desk culture.
Required Skills
- Excellent verbal and written communication skills in English and Swahili.
- Proven ability to empathize with customers and build rapport quickly.
- Strong problem-solving and analytical skills.
- Proficiency in using CRM software and other customer service tools.
- Ability to work effectively in a fast-paced, high-volume environment.
- Demonstrated ability to manage time effectively and prioritize tasks.
- High level of integrity and professionalism.
Preferred Qualifications
- A diploma or degree in Business Administration, IT, Communications, or a related field.
- At least 1-2 years of experience in a customer service, call center, or service desk role, preferably within the financial sector.
- Familiarity with banking products and services.
- Experience with Zendesk, Salesforce Service Cloud, or similar customer support platforms.
- Ability to adapt to flexible working hours, including evenings or weekends as required by rotational schedules.
Perks & Benefits
- Competitive salary and performance incentives.
- Comprehensive health insurance package.
- Opportunities for professional growth and career advancement within a leading financial institution.
- Access to ongoing training and development programs.
- A supportive and collaborative work environment.
- Employee wellness programs.
- Paid time off and holidays.
How to Apply
Interested candidates who meet the above qualifications are invited to apply by clicking on the application link below. Please ensure your resume and cover letter highlight your relevant experience and skills. We thank all applicants for their interest, but only shortlisted candidates will be contacted for an interview.