Customer Service Officer (Banks)

• Respond promptly and professionally to customer enquiries via phone, email, and other channels.
• Coordinate with internal teams like production, technical, and logistics to resolve customer issues.
• Provide timely updates and progress reports to customers on their service requests.
• Maintain accurate customer interaction records in the CRM system.
• Monitor service requests to ensure timely closure and customer satisfaction.
• Escalate critical customer issues to management for swift resolution.
• Support achievement of service level agreements with banking clients.
• Build and maintain positive, professional relationships with banking clients.
• Prepare customer service performance reports for management.
• Identify recurring issues and suggest service improvements.
• Ensure confidentiality of all customer and banking information.
• Promote high standards of customer satisfaction and service excellence.

• Bachelor's Degree or Diploma in Business Administration, Communications, Banking, or a related field.
• 1 to 3 years of relevant experience, preferably in banking, financial services, or customer service.
• Experience in a BPO or client-facing banking role is preferred.
• Experience in Security Printing or a high security production environment is preferred.
• Exceptional verbal and written communication skills.
• Strong problem-solving abilities.
• Attention to detail and accuracy in recording information.
• Good interpersonal skills to build trust with clients and teams.
• Willingness to work shifts and adapt to changing customer demands.
• Proficiency in MS Office Suite and CRM software.
• Fast and accurate typing skills.

The employer offers a competitive monthly gross salary based on qualifications, experience, and location, with higher pay for Nairobi-based roles. There is a shift allowance for non-standard or rotating shifts. Benefits include comprehensive health insurance, pension contributions, generous annual leave, paid public holidays, ongoing training, professional development, and career progression opportunities.

Apply through the iHR Consulting careers page by submitting an updated CV and a cover letter. The closing date for applications is Monday, 30 November 2026. Only shortlisted candidates will be contacted.