Job Summary:-
To provide a link between customers and the bank while providing a while wow experience.
Key Responsibilities: –
Answer calls and respond to emails. This also entails routing calls to the appropriate team members to ensure speedy resolution of issues.
Manage and resolve or escalate customer complaints
Document all call information according to standard operating procedures
Complete call logs & Produce Call reports
Track, analyze and report on team on-time, call patterns, backlog and volume.
Monitor the CRM system and CTI system for possible down-time
Analyze, investigate and follow up on customer complaints/issues to full closure
Prepare complaints analysis reports, root cause analysis reports and daily outstanding issues reports and analyze system statistics per agent and team and instill remedial action
Manage sales leads from Contact Center and share them with the business department for conversion
To drive the customer satisfaction agenda in the bank through branch visits and scheduled Customer Service Trainings.
Promote a customer centric culture in the bank.
Ensuring that the banks Customer Service procedures are communicated to all staff and implemented
Tracking of the complaint resolution system, following up to ensure complaints are adequately resolved within agreed turnaround times.
Measuring and monitoring customer service standards via customer feedback surveys, branch visits and audits, mystery shopping among other methods;
Providing support to business in addressing and closing identified gaps and ensuring the same are adequately followed through and resolved.
Championing service campaigns with the support of customer experience partners to enhance customer loyalty and embed service culture across the business.
Sharing best practices, nuggets and other relevant material with the business to drive the right service behavior.
Ensure Branches comply with the Customer Onboarding Process and prepare the Customer On-boarding dashboards for the branches.
Handle and respond to customer queries on WhatsApp
Monthly compilation of branches complaints and submission to the relevant department for onward transmission to the regulator
Bank wide internal mystery shopping
Ensure that all team members in the bank are trained and conversant with the PBK Customer Service Standards
Drive the Customer Satisfaction Agenda in the bank to achieve a Customer Satisfaction Index of 75%
Branch visits to drive the Customer satisfaction Agenda
Assist in the bank's marketing activities
Support the social media & marketing officer to ensure queries raised on our social media platforms are handled efficiently and effectively.
Support the branches in the bank's marketing initiatives.
Requirements
Qualifications
Hold a Bachelor's Degree in Business Administration, Marketing, Public Relations or related field.
Professional banking qualifications a plus. Call Center with proven result oriented track record.
Have strong customer service orientation/experience.
Experience in banking a plus but not mandatory.
Competencies & Attributes
Personality: A go-getter, enthusiastic, results oriented with excellent communication and social skills. A forward planner with clear focus, mature, reliable, hardworking and able to work without supervision.
Sound knowledge of the Bank's products and services; CBK Prudential Guidelines.
Job skills:
Customer Focus
Customer Service oriented
Keen on process Improvement
Problem Solving skills are key
People Skills
Teamwork
Team player
Verbal and written communication skills
Listening skills
Computer skills and familiar with call center technology.
Honest and with high integrity.
Remuneration
A package commensurate to the posts shall be discussed and agreed with the successful candidates.