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Compliance Officer Trainee, Customer Service Manager at Kenswitch Limited

Kenswitch is the Payments Service Provider (PSP) of choice in the Kenyan market since 2002. We facilitate commercial banks and other financial services participants provide ubiquitous payments across the East African region.

1. Compliance Officer Trainee

Job Duties and Responsibilities

Compliance Officer Trainee is responsible for providing assistance in the following duties with guidance and leadership of immediate supervisor;

  • Providing any necessary support in ensuring relevant stakeholders of the firm are adhering to rules set by the regulatory authority.
  • Reviewing and evaluating compliance related matters.
  • Ensuring policies are continuously followed.
  • With guidance from an immediate manager, act as a channel of communication between compliance investigators and concerned parties.
  • Participating in developing, maintaining and revising policies.
  • Responding to any given violation of regulations, policies, rules, and standards of conduct.
  • Working with relevant parties to coordinate compliance activities.

Education levels, skills, and experience required for the position

  • Degree in Business Administration/Management/ Risk Management.
  • 6 Month experience in a fast pace IT/Financial/ Corporate environment.
  • Must have good presentation/ customer facing skills including writing skills.
  • Must have the ability to communicate with clarity and effectiveness.
  • Attention to details and industry awareness on compliance matters.
  • Proactive with abilities to engage at different levels.

Click Here to » Method of Application

2. Customer Service Manager

Reporting to: Head of Operations

Summary of Key responsibilities;

  • Developing and Improving Customer Service Procedures, Policies and Standards for the customer service department and the company.
  • Providing leadership to Customer Service staff.
  • Providing help to customers using the company’s products and services.
  • Conducting customer surveys to measure customer satisfaction and improve services.
  • Managing customer relationships.
  • Handling telephone, email, letter and face-to-face inquiries from customers.
  • Keeping accurate records of discussions or correspondence with customers.
  • Investigating and solving customers’ problems which may be complex or long-standing, that have been escalated by customer service analysts.
  • Analyzing reports and other data to determine the level of customer service the company is providing.
  • Providing management reports on customer service.
  • Liaising with business and technical teams on the company’s services and keep up to date with changes.
  • Providing required training to staff to deliver a high stand of customer service.
  • Providing management with recommendations on the strategic plans for customer service.
  • Ensuring communication between all the company departments is maintained effectively in order to ensure quality services.

Educational Level, Professional qualification and Skills

  • Degree in Business Administration or Business Management from a recognized University.
  • 5 years’ Customer Service Management experience in a fast pace IT/Financial/Corporate environment.
  • Good listening skills for effective communication.
  • Confidence, patience, politeness, tact, and diplomacy when dealing with difficult situations.
  • Ability to work well under pressure.
  • Must have good presentation/customer –facing skills including writing skills.
  • Good Problem-solving skills.
  • Organization and planning skills to develop customer service procedures, policies, and standards.
  • Creative thinking to able to come up with new ideas to improve customer service standards.
  • Proactive with abilities to engage with other professionals at different levels.
  • Motivation skills and an ability to supervise and lead a team of customer service assistants.

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