Overview

Our client, a respected financial institution, is looking for reliable and customer-focused Call Center Agents (Night Shift) to manage after-hours customer inquiries, support digital banking services, and ensure 24/7 client care. The successful candidates will work overnight to provide real-time assistance and maintain high standards of service during non-business hours.

Key Responsibilities:

• After-Hours Customer Support: Answer inbound calls from customers during night hours, assisting with account queries, card issues, transaction status, digital banking, and urgent concerns.

• Problem Resolution: Handle customer complaints and requests efficiently and escalate complex issues to appropriate teams while ensuring proper follow-up.

• System Monitoring: Monitor alerts and reports for suspicious account activity or service outages and respond as per protocol.

• Product Support: Provide accurate information about banking products, services, and procedures, especially digital banking tools (mobile app, internet banking).

• Documentation: Accurately log call details, follow-ups, and outcomes in the bank’s CRM system.

• Shift Handover: Coordinate with day-shift teams to ensure seamless continuity of unresolved cases.

• Security Compliance: Conduct strict customer identity verification before discussing account details, following the bank’s cybersecurity and privacy policies.

• Uptime & Availability: Ensure constant availability during assigned night shifts, maintaining service level agreements (SLAs).

Qualifications and Requirements:

• Education: Diploma or Bachelor’s degree in Business, Finance, Communications, or related fields.

• Experience: At least 1 year of experience in a customer service, call center, or banking-related role. Night shift experience is a plus.

• Skills:

  • Strong verbal and written communication skills in English and Swahili.

  • Ability to remain calm, attentive, and solution-oriented during late hours.

  • Computer literacy and familiarity with CRM/call center tools.

  • Ability to work independently with minimal supervision.

Key Competencies:

• Strong customer service mindset with attention to detail.

• High emotional intelligence and stress tolerance.

• Reliable, punctual, and committed to overnight work.

• Able to adapt quickly to urgent situations and security escalations.

  Benefits:

  • Competitive night shift allowance and basic salary.

  • Paid training and career growth opportunities within the bank.

  • A safe and supportive work environment with rotating off-days.