KCB Bank Uganda

Contact Centre Consultant job

Location: Jobs in Uganda 2025 - 2026

Work Hours: Full-time, 08 hours per day

Salary: UGX

No. of vacancies: 01

Deadline: 25 July 2025

Hiring Organization: KCB Bank Uganda

Job Details:

KCB Group is registered as a non-operating holding company which started operations as a licensed banking institution with effect from January 1, 2016. The holding company oversees KCB Kenya – incorporated with effect from January 1, 2016 – and all KCB’s regional units in Uganda, Tanzania, Rwanda, Burundi, Ethiopia and South Sudan. It also owns KCB Insurance Agency, KCB Capital, KCB Foundation, National Bank of Kenya, and all associated companies. The holding company was set up to among other things to enhance the Group’s capacity to access unrestricted capital and also enable investment in new ventures outside banking regulations, achieve operational and strategic autonomy for the Group’s operating entities and enhance corporate governance across the Group and oversight in the management of subsidiaries.

To promptly and attentively receive or initiate Customer interactions (including and not limited to inbound phone, e-mail, calls, social media, chatbot and Web chat) in a way that assures the Customer of the Banks commitment to their feedback resulting in confidence and assurance in the Customer that we will act (if the issue needs escalation) or resolve immediately (if possible).

KEY RESPONSIBILITIES:

To be available and able to respond in a prompt, friendly, supportive helpful and timely manner to all customers who contact KCB (via telephone, email, social media, chatbot, or written communication, etc)
Provide customers with fast, accurate, relevant and useful information regarding all aspects of the KCB Group Products and Services in line with the Customers feedback.
Ensure that all customer queries, problems and complaints are fully resolved within the team as a ‘One Stop Shop’ service.
Actively present the customer expectations throughout the organization, highlighting trends, suggesting and implementing improvements and sharing knowledge and experiences with colleagues.
Use sound judgment and take decisions that will meet customer expectations while striving to achieve win/win outcome for the Customer and the Bank.
Ensure complete and effective resolution of customer’s immediate queries or concerns at first point of contact.
To monitor and review VRM card transaction queues on an hourly basis and handle all customer requests that need card whitelisting on Visa Online (VRM) upon proper customer authentication, capture and update customer interactions accurately in ECRM system.
Strive to continually improve personal performance to achieve individual, team and departmental SLA’s and KPI’s.
Ensure complete and effective resolution of customers’ immediate queries or concerns at first point of contact (FCR), capture and update customer records in CRM and use it for timely follow up.

DAILY RESPONSIBILITIES: NOT MORE THAN 7 OF THE MOST TYPICAL

Receiving and responding to customer queries through direct calls, Emails, social media, SMS and any other available modes of communication, taking appropriate action to record all customer interactions in ECRM and ensuring that the issues are followed up and resolved to completion within agreed TAT.
Making productive customer engagements to enhance customer relationships such as welcome calls to new customers, service satisfaction call backs on ATM cards/cheque books, overdrawn account, inactive mobi accounts, deposit mobilisation, loan recovery calls and other activities as assigned by the supervisor.
Handle all customer requests that need card whitelisting on Visa Online (VRM) upon proper customer authentication, capture and update customer interactions accurately in ECRM system and monitor VRM transaction alerts on an hourly basis.
Monitoring compliance to service level agreements in ECRM between the different departments of the bank and reporting non-compliance to the team leader.
Proposing and implementing workflows and productivity improvements as need arises.
Adhering to assigned schedules.

Application procedure

Interested in applying for this job? Click here to submit your application now

Date Posted: 2025-07-14

MORE JOBS IN UGANDA HERE

CLICK HERE TO FOLLOW OUR JOB SHARING WHATSAPP CHANNEL FOR ALL THE DAILY JOB UPDATES

CLICK HERE TO FOLLOW US ON 'X' FORMERLY 'TWITTER'