JOB PURPOSE STATEMENT / POSITION OBJECTIVE

State briefly the principle purpose of the job, i.e. the reason for the existence of the job within the Organization. This position plays a critical role in ensuring consumer satisfaction and loyalty. This role is responsible for interacting with consumers on behalf of the Bank by providing clients with accurate information about the Bank’s products and services. The interaction takes place on various touch points i.e. call centre, email, chats, facebook, twitter, LinkedIn etc.

KEY RESPONSIBILITIES

• State the end results the job is responsible for achieving, i.e. the endoutputs against which the incumbent’s success in the job could be measured.
• Responsible for handling complaints professionally.
• Responsible for providing clients with accurate information about the Bank’s products and services.
• Maintain customer records and database accurately for follow-up or escalation and keep track of client needs and improve the quality of their service.
• Handle consumer feedback and reviews about the Bank’s products or services and provide feedback to the relevant departments.
• Assist in business development by promoting new products and services to customers, answer questions about promotions or discounts and provide information about the Bank’s marketing campaigns.
• They may collaborate with other departments to provide merchandise or service feedback or with marketing departments to promote new goods.
• Manage a high volume of Inbound/Outbound Phone, Email & Chat contacts from customers who are calling with questions or need assistance with their issues at the bank’s 24-hour Call Centre.
• Deliver an exceptional customer experience when interacting with customers and fellow colleagues.

CANDIDATE SPECIFICATIONS

• State the nature and duration of experience, skills and knowledge as well as the personal attributes required to perform this job.

EXPERIENCE

• At least 2 years is a Call Centre setting or BPO.

SKILLS & KNOWLEDGE

• Good negotiation skills.
• Ability to handle difficult customer calls.
• Ability to multitask and keep a cool head.
• Ability to work with little supervision.

PERSONAL ATTRIBUTES

• Integrity.
• Excellent communication skills.
• Good conduct & courteous.
• Flexible.