Ranganga Justus
Customer Service
Talent
Nairobi, Nairobi AreaMember since December 4, 2022
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About
Customer Service
Economics
Experience
Service Compliance Officer, KCB Bank Group PLC.
Responsibilities;
- Complaint Handling
- Receive complaints from branches and Head office units via emails, ECRM, and phone regarding customers’ long outstanding requests, instructions, and complaints for urgent prioritization and follow-up with resolving units.
- Monitor customer digital touch points (Facebook, Google reviews, Twitter) to identify negative reviews and offer a solution.
- Quality Assurance
- Quality check on the Service, Quality, and Recovery (Back Office team) to ensure customer issues are promptly followed and properly escalated and resolution offered to meet customer’s expectations.
- Visiting Bank’s merchants and Agents to identify any service gap in terms of Branch support and whether they comply with the CBK prudential guidelines.
- Auditing Bank Units and branches through ECRM to ascertain whether the resolutions offered are prompt and exhaustively addressing customers’ queries.
- Service Improvement
- Conduct a root-cause analysis to identify top triggers in customer service
- Analysis of post-call surveys rating to identify the people, process, or system gaps.
- Develop service improvement initiatives based on benchmarks.2015-2017, Customer Experience Representative, KCB Bank Group PLC.
Responsibilities.
- Providing First Call Resolutions to customers’ queries through phone, and email.
- Escalating Non–First Call Resolution and follow-up through emails, ECRM, and calls.
- Outbound sales acceleration
2013-2015, BOG Teacher, PE Hill High School
Responsibilities.
- Class Teacher, Form 2
- Teaching business studies
- The setting, administering, marking, and grading of students.
2007-2009, Office Clerk, Okong’o & Co., Advocates
Responsibilities.
- Filing and Records management.
- Attending to customers
Education
2020 To Date: Master of Economic, Cooperation and Human Development, Kenyatta University
2008-2012, Bachelor of Business Management (Aviation Management), Moi University.2003-2006, Kenya Certificate of Secondary Education, B+ (73), Sori Mixed Secondary School.
