Executive Director's Office,Uganda.Contact Centre Consultant

Respond to customer queries via telephone, email, social media, and chatbot channels, ensuring accurate recording in ECRM and timely resolution within agreed turnaround times. Handle card whitelisting requests on Visa Online with proper authentication, monitor transaction queues hourly, and capture interactions to maintain service integrity. Proactively engage customers through welcome calls, satisfaction callbacks, and loan recovery efforts while adhering to assigned schedules and SLAs. Report non-compliance to the team leader and propose workflow improvements to enhance efficiency. This role supports KCB Group's customer experience strategy by delivering first-contact resolution and reinforcing confidence in the Bank's service standards.