About Company
Equity Bank is a leading financial services provider in Kenya and across East and Central Africa, dedicated to transforming lives and livelihoods through financial inclusion. With a significant presence in Embu County, we pride ourselves on our customer-centric approach, innovative products, and commitment to community development. Joining Equity Bank means becoming part of a dynamic team that values integrity, professionalism, and a relentless pursuit of excellence. We believe in nurturing talent and providing growth opportunities within a supportive and collaborative environment, making us an ideal place for individuals eager to start their careers in the financial sector.
Job Description
Are you a highly motivated individual with a passion for helping people and excellent communication skills? Equity Bank is seeking enthusiastic and dedicated Entry-Level Call Center Agents to join our vibrant customer service team in Embu, Embu County. This is an incredible opportunity for individuals with *no prior experience* in a call center setting, as comprehensive training will be provided to ensure your success. As a Call Center Agent, you will be the first point of contact for our valued customers, delivering exceptional service by addressing their inquiries, resolving issues, and providing information about our diverse range of banking products and services. You will play a crucial role in enhancing customer satisfaction and upholding Equity Bank’s reputation for outstanding service. We are looking for quick learners, empathetic, and committed individuals ready to make a positive impact on every customer interaction. If you are ready to kickstart your career in a supportive and growth-oriented environment, we encourage you to apply!
Key Responsibilities
- Answer incoming calls promptly and professionally, maintaining a positive, empathetic, and professional attitude.
- Respond to customer inquiries by clarifying information, researching issues, and providing solutions and alternatives.
- Handle customer complaints effectively, offering appropriate solutions and following up to ensure resolution.
- Identify and assess customers’ needs to achieve satisfaction and build rapport.
- Keep accurate records of customer interactions, transactions, inquiries, and complaints using our CRM system.
- Communicate and coordinate with internal departments as needed to resolve complex customer issues.
- Provide customers with comprehensive information about Equity Bank's products and services.
- Meet daily call handling targets and quality assurance standards.
- Stay updated on product knowledge, changes in policies, and procedural updates to provide accurate information.
Required Skills
- Excellent verbal and written communication skills in English and Kiswahili.
- Strong active listening skills and empathy.
- Basic computer proficiency and ability to navigate multiple systems.
- Problem-solving aptitude with the ability to offer practical solutions.
- Exceptional interpersonal skills and a customer-focused attitude.
- High level of patience, professionalism, and ability to remain calm under pressure.
- Ability to work effectively in a team environment.
- High school diploma or equivalent.
- A strong desire to learn and grow within the financial services industry.
Preferred Qualifications
- Previous experience in any customer-facing role (e.g., retail, hospitality) is a plus, but not required.
- Familiarity with banking products and services is an advantage.
- Ability to adapt and respond to diverse customer needs.
- Strong organizational and time management skills.
Perks & Benefits
- Comprehensive paid training program.
- Competitive monthly salary.
- Opportunities for career advancement within Equity Bank.
- Access to health and wellness programs.
- A vibrant and supportive work environment.
- Mentorship and professional development opportunities.
- Employee banking benefits.
How to Apply
If you are an enthusiastic individual ready to embark on a rewarding career in customer service with a leading financial institution, we encourage you to apply! Please click on the application link below to submit your detailed application, including your CV and cover letter, through our official careers portal. Ensure all required fields are accurately filled. We look forward to reviewing your application!