Job Purpose
- Provide world class resolution and after sales support service for enquiries received via Tel, email, fax or letter from all customer segments of the Bank.
- Takes 100% ownership of every situation with a client, ensuring that the issues are resolved to the client’s satisfaction.
- Adhere to laid down procedures and duty of care in handling customer enquiries.
- Interact in a professional, friendly manner with all customers, branches, Operations Support Centres and other departments within the bank.
- Understand the risks associated with handling customer queries and dissemination of confidential information.
- Maintain a high level of integrity and ethical standards.Specialis
Key Responsibilities/Accountabilities
- Respond to telephone & email queries in a professional manner, per CCC procedures and guidelines.
- Service recovery: turn a complaint/unhappy customer into a loyal satisfied customer with professional, empathetic service recovery.
- Log all customer queries into the call logging software.
- Log and resolve all telephone & email queries assigned.
- Prompt escalation of queries that cannot be resolved within TAT
- Meet the set key performance indicators
- Maintain high level of product knowledge sufficient to advise customers
- Maintain log of changes that need to be made to customer database and see that the changes are routed to the person responsible for updating the customer database.
- Capture customer feedback on products, services and forward to TL for compilation.
Preferred Qualification and Experience
- Diploma in Business Administration or IOB
- Training in Customer Care/Service, Sales and Marketing.
- Professional Training in Banking and Finance.
- 1-2 years relevant experience in Banking and or Customer Contact is an added advantage.
Knowledge/Technical Skills/Expertise
- Thorough understanding of bank procedures related to routine issues and understanding of how these processes work will ensure speedy responses that may be pertinent to a customer business success.
- Sound knowledge of transaction processing as it relates to channels for accounts, products and transaction types.
- Understanding of the relationships between all the various business units.
- Knowledge of bank products and services applicable to the market served.
- Knowledge of service standards.
- Knowledge of the Code of Banking Practice.
Visit the official website and apply.
