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About the Organisation
Executive Director's Office,Uganda - Contact Centre Consultant job at KCB Bank Uganda | Apply Now
Kampala, Uganda
KCB Bank Uganda is a leading financial institution dedicated to providing innovative banking solutions that empower individuals, businesses, and communities to achieve their financial goals. Known for its strong reputation and a legacy of excellence in customer service, KCB Bank Uganda is recognized for its commitment to driving economic growth and financial inclusion across Uganda.
The bank fosters a collaborative and dynamic work culture that encourages employee development, inclusivity, and professional growth, offering competitive benefits and opportunities to work in various roles, from banking operations to digital innovation. With a strong presence in Uganda since 1997, the bank has evolved into a key player in the Ugandan banking sector, constantly adapting to meet the needs of an increasingly digital economy.
KCB Bank Uganda’s business model focuses on providing accessible and personalized financial services, from retail banking to corporate solutions, while leveraging technology to enhance service delivery and customer experience. The bank operates across a wide network of branches and digital platforms, ensuring easy access to banking services for both urban and rural customers.
Guided by core values of integrity, customer-centricity, teamwork, and excellence, KCB Bank Uganda is dedicated to corporate social responsibility, supporting various initiatives focused on education, health, financial literacy, and community empowerment. For more information, visit their official website at www.kcbgroup.com.
Are you looking for Bank jobs in Uganda 2025 today? then you might be interested in Executive Director's Office,Uganda - Contact Centre Consultant job at KCB Bank Uganda
Full Time
Deadline:
25 Jul 2025
Job Title
Executive Director's Office,Uganda - Contact Centre Consultant job at KCB Bank Uganda
KCB Bank Uganda
Job Description
Executive Director's Office,Uganda - Contact Centre Consultant
Company: KCB Bank Uganda
Location: Uganda
Application: Online Job Listing
Role Summary
KCB Bank Uganda is looking for a customer-focused and service-oriented individual to join our team as a Contact Centre Consultant. In this role, you will be the first point of contact for our customers, providing timely, helpful, and professional support across various communication channels including phone, email, social media, chatbot, and written correspondence.
You’ll play a critical role in ensuring that customer inquiries, requests, and issues are resolved effectively and efficiently, contributing to a seamless and satisfying customer experience.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
Application Deadline: 25th July 2025 at 23:55
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How to Apply
Respond promptly and professionally to all customer inquiries via telephone, email, social media, chatbot, and written communication
Provide clear, accurate, and helpful information on KCB Group’s products and services in alignment with customer feedback and expectations
Ensure first-contact resolution (FCR) by fully addressing queries and concerns without unnecessary handovers
Monitor and manage VRM (Visa Risk Manager) card transaction queues hourly and process card whitelisting requests through Visa Online, following proper customer authentication
Accurately log and update all customer interactions in the CRM system for efficient tracking and follow-up
Identify trends in customer concerns and feedback, proactively recommending and implementing service improvements
Represent the voice of the customer within the organization, advocating for service excellence and operational enhancements
Use sound judgment to make customer-centric decisions that align with both client needs and the Bank’s policies
Consistently strive to meet and exceed individual, team, and departmental service-level agreements (SLAs) and key performance indicators (KPIs)
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Education:
Bachelor’s degree in Business or a related field (required)
Professional Training:
Certification or training in Customer Service Excellence (preferred)
Experience:
At least 1 year of experience in a customer service or contact center environment
