{"id":106538,"date":"2026-08-10T06:00:23","date_gmt":"2026-08-10T06:00:23","guid":{"rendered":"https:\/\/jobs.dataaxisnode.com\/kenya\/uncategorized\/contact-centre-officer\/"},"modified":"2026-08-10T06:00:23","modified_gmt":"2026-08-10T06:00:23","slug":"contact-centre-officer","status":"publish","type":"post","link":"https:\/\/jobs.dataaxisnode.com\/kenya\/jobs\/nairobi\/contact-centre-officer\/","title":{"rendered":"Contact Centre Officer"},"content":{"rendered":"<p><script type=\"application\/ld+json\">{\"@context\": \"https:\/\/schema.org\/\", \"@type\": \"JobPosting\", \"title\": \"Contact Centre Officer\", \"description\": \"Roles & Responsibilities\\nKey Responsibilities:\\nInbound Calls handling - 24-7 customer support for Queries, Requests and Complaints channelled through Voice within the defined timelines and in line with the I&M Bank Standards.\\nSocial Media Handling \u2013 24-7 customer support for Queries, Requests and Complaints channelled through the I&M Social Media pages i.e., WhatsApp, Facebook, Twitter, YouTube, Instagram, and LinkedIn within the defined timelines and in line with the I&M Bank Standards.\\nSocial Media Campaign Support \u2013 Responding to all engagements arising from the various I&M Digital campaigns within the defined timelines and in line with the I&M Service standards.\\nEmail Handling - Responding to customer emails received from internal stakeholders and public mailboxes within stipulated Turnaround time and in line with I&M Service standards.\\nTelemarketing and Outbound Campaigns - Handling Telemarketing assignments to create awareness on Bank Offerings and Outbound Campaigns such as Care Calling, Customer Onboarding and Customer Feedback Collection.\\nDigital Channel Support \u2013 Support customers with any queries, requests, or complaints on the Bank\u2019s Digital Banking channels i.e., Card and Online Banking Mobile and Internet Banking thus driving uptake, usage and digital channel satisfaction.\\nReporting and escalating any emerging trends or Customer Feedback emanating from our telephone, social media handles and e-mail engagements.\\nKey Performance Measures:\\nDropped Contact ratio.\\nService Level Score.\\nMystery Shopping Score.\\nCustomer Satisfaction Score.\\nQuality Assurance Score.\\nSocial Media and Email Handle Time.\\nAcademic Qualifications:\\nBusiness related degree holder from a recognized University Min \u2013 2nd class upper or equivalent.\\nProfessional Qualifications:\\nBanking qualifications desirable.\\nWork Experience:\\nOne-year continuous working at officer level in a customer service setting preferably in a financial institution with familiarity to the Contact Centre operations.\\nExperience in Contact Centre or banking industry.\\nSkills and Competencies:\\nCustomer Centric.\\nExcellent written and oral communication skills.\\nStrong collaboration skills.\\nAnalytical and problem-solving skills\\nGood interpersonal and rapport building skills.\\nStrong time management and organizational skills.\\nRisk Intelligence.\\nSelf-driven, autonomous and result oriented individual.\\nFlexible and adaptable working approach,\\nEmotional Intelligent.\\nAbility to work independently, with minimal supervision.\", \"datePosted\": \"2026-08-07\", \"hiringOrganization\": {\"@type\": \"Organization\", \"name\": \"I&M Bank\"}, \"jobLocation\": {\"@type\": \"Place\", \"address\": {\"@type\": \"PostalAddress\", \"addressLocality\": \"Nairobi\", \"addressCountry\": \"KE\"}}, \"directApply\": true, \"validThrough\": \"2026-08-21T23:59:59\", \"employmentType\": \"FULL_TIME\"}<\/script><\/p>\n<p><strong>Company:<\/strong> I&#038;M Bank<\/p>\n<p><strong>Location:<\/strong> Nairobi<\/p>\n<p><strong>Job Type:<\/strong> Full Time<\/p>\n<p><strong>Apply Before:<\/strong> 2026-08-21<\/p>\n<h3>Job Description<\/h3>\n<p>Roles &#038; Responsibilities<br \/>Key Responsibilities:<br \/>Inbound Calls handling &#8211; 24-7 customer support for Queries, Requests and Complaints channelled through Voice within the defined timelines and in line with the I&#038;M Bank Standards.<br \/>Social Media Handling \u2013 24-7 customer support for Queries, Requests and Complaints channelled through the I&#038;M Social Media pages i.e., WhatsApp, Facebook, Twitter, YouTube, Instagram, and LinkedIn within the defined timelines and in line with the I&#038;M Bank Standards.<br \/>Social Media Campaign Support \u2013 Responding to all engagements arising from the various I&#038;M Digital campaigns within the defined timelines and in line with the I&#038;M Service standards.<br \/>Email Handling &#8211; Responding to customer emails received from internal stakeholders and public mailboxes within stipulated Turnaround time and in line with I&#038;M Service standards.<br \/>Telemarketing and Outbound Campaigns &#8211; Handling Telemarketing assignments to create awareness on Bank Offerings and Outbound Campaigns such as Care Calling, Customer Onboarding and Customer Feedback Collection.<br \/>Digital Channel Support \u2013 Support customers with any queries, requests, or complaints on the Bank\u2019s Digital Banking channels i.e., Card and Online Banking Mobile and Internet Banking thus driving uptake, usage and digital channel satisfaction.<br \/>Reporting and escalating any emerging trends or Customer Feedback emanating from our telephone, social media handles and e-mail engagements.<br \/>Key Performance Measures:<br \/>Dropped Contact ratio.<br \/>Service Level Score.<br \/>Mystery Shopping Score.<br \/>Customer Satisfaction Score.<br \/>Quality Assurance Score.<br \/>Social Media and Email Handle Time.<br \/>Academic Qualifications:<br \/>Business related degree holder from a recognized University Min \u2013 2nd class upper or equivalent.<br \/>Professional Qualifications:<br \/>Banking qualifications desirable.<br \/>Work Experience:<br \/>One-year continuous working at officer level in a customer service setting preferably in a financial institution with familiarity to the Contact Centre operations.<br \/>Experience in Contact Centre or banking industry.<br \/>Skills and Competencies:<br \/>Customer Centric.<br \/>Excellent written and oral communication skills.<br \/>Strong collaboration skills.<br \/>Analytical and problem-solving skills<br \/>Good interpersonal and rapport building skills.<br \/>Strong time management and organizational skills.<br \/>Risk Intelligence.<br \/>Self-driven, autonomous and result oriented individual.<br \/>Flexible and adaptable working approach,<br \/>Emotional Intelligent.<br \/>Ability to work independently, with minimal supervision.<\/p>\n<h3>How to Apply<\/h3>\n<p>Interested and qualified? Go to I&#038;M Bank on imbank.myadrenalin.com to apply<br \/>Build your CV for free. Download in different templates.<\/p>\n<p><a href=\"https:\/\/www.myjobmag.co.ke\/apply-now\/1300924\" target=\"_blank\" rel=\"noopener\" style=\"display:inline-block;padding:10px 20px;background:#2271b1;color:#fff;text-decoration:none;border-radius:4px;\">Apply Now<\/a><\/p>\n<p><small>Source: MyJobMag<\/small><\/p>\n<p><!-- job-expiry: 2026-08-21 --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Company: I&#038;M Bank Location: Nairobi Job Type: Full Time Apply Before: 2026-08-21 Job Description Roles &#038; ResponsibilitiesKey Responsibilities:Inbound Calls handling &#8211; 24-7 customer support for Queries, Requests and Complaints channelled through Voice within the defined timelines and in line with the I&#038;M Bank Standards.Social Media Handling \u2013 24-7 customer support for Queries, Requests and Complaints [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1408,1409],"tags":[1425,2588,1413,1412],"class_list":["post-106538","post","type-post","status-publish","format-standard","hentry","category-jobs","category-nairobi","tag-full-time","tag-im-bank","tag-job-listing","tag-myjobmag"],"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/106538","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/comments?post=106538"}],"version-history":[{"count":0,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/106538\/revisions"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=106538"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/categories?post=106538"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/tags?post=106538"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}