Summary
Date Posted: Thursday, November 14 2024, Base Salary: Not Disclosed

JOB DETAILS:
Job Purpose
· Engage with customers through key touchpoints including calls, email, WhatsApp banking, and social media, addressing inquiries, providing information on products and services, resolving issues, and collecting feedback.
· Enhance customer value, build loyalty, and support sales growth by delivering exceptional, customer-focused service.
· Key tasks include cross-selling, upselling, collaborating with other departments, capturing accurate data, and handling escalations to ensure service excellence.
· Support continuous improvement in customer service processes and contribute to innovative solutions to enhance customer experience.

Key Responsibilities/Tasks
· Handle customer interactions across channels (phone, email, and social media), resolving issues, addressing inquiries, providing product/service information, and gathering feedback.
· Educate and inform customers about bank products and services to foster engagement and loyalty.
· Cross-sell and upsell products by identifying additional service opportunities that meet customer needs, in collaboration with sales and marketing teams.
· Build positive relationships with customers to increase loyalty, engagement, and long-term value.
· Share customer insights across departments to support a customer-centric approach in bank operations.
· Ensure quality service across all bank products, consistently applying a customer-first attitude and supporting process improvements for better efficiency.
· Contribute to customer experience enhancement by supporting feedback systems, capturing data accurately, and suggesting process improvements where applicable.

Risk Management:
· Adhere to internal protocols to minimize risks in customer interactions.
· Ensure data accuracy in customer records, supporting secure and reliable data handling.
· Follow established procedures for handling complaints and escalations, ensuring timely resolution for high-impact issues.

Audit & Compliance
· Ensure that all interactions comply with the bank’s guidelines, regulatory standards, and data protection policies.
· Follow set procedures in complaint and escalation handling to meet compliance standards and support audit requirements.

Reporting:
· Track key performance indicators (KPIs) related to customer satisfaction, response times, and service quality.
· Provide regular input on customer service trends and areas for improvement to support data-driven decision-making.
· Administration:
· Maintain accurate records of all customer interactions, escalations, and resolutions to ensure proper documentation and traceability.
· Support crisis management efforts by following procedures for handling high-pressure customer situations effectively.

Skills, Knowledge, and Abilities
· Strong verbal and written communication skills.
· Passion for providing excellent customer service and a positive attitude.
· Effective problem-solving skills and decision-making ability.
· Team player with strong collaboration skills and adaptability.
· Ability to recognize cross-sell and upsell opportunities.
· Self-motivated and proactive with strong time management skills.
· Resilient and customer-focused mindset with a drive for results.

Academic / Professional Qualifications
· Bachelor’s degree in business administration, Accounting, Finance, or a related field.

Working Experience Required
· Minimum of 1 year in a customer-facing role or related experience.

Work Hours: 8

Experience in Months: 12

Level of Education: Bachelor Degree

Job application procedure
Interested and Qualified,Click here to Apply

All Jobs

QUICK ALERT SUBSCRIPTION