JOB PURPOSE: The job holder will handle customer queries, maintain a record of internal and external correspondences in a timely manner in line with the Bank’s policies and procedures.
KEY RESPONSIBILITIES:
Operate and maintain a system of handling customer queries and complaints, opening trouble tickets or case files as prescribed in the Client Service Charter.
Provide information about Bank’s products and services in line with existing Bank policies and procedures.
Conduct root cause analysis to prevent recurring problems/queries.
Maintaining accurate records and documenting all customer experience & service activities and discussions with customers.
Maintain a tracking system/log to monitor all feedback/queries/complaints from clients and follow up with relevant internal and external stakeholders.
Follow up with relevant section/department heads with assigned customer inquiries to ensure that all clients/stakeholders receive feedback within the timelines stated in the Client Service Charter.
Submit reports showing feedback received, action taken and turnaround times to management.
Maintain accurate records and documenting all customer experience & service activities and discussions with customers.
Support structures for prompt resolution of queries/problems and provision.
Make reports on problems related to receiving and sending telephone calls in line with customer care guidelines.
Ensure proper coordination between the internal and external customers and the various bank branches. Handle incoming and outgoing mails in line with the established customer care guidelines.
Be courteous and professional to all internal and external customers.
Interpret customer requirements in terms of services available and applicable constraints.
Timely and accurate reporting to specific stakeholders as may be appropriate.
Any other such duties that may be assigned by his/her supervisor and/or Management from time to time.
SKILLS & QUALIFICATIONS
Minimum of bachelor’s degree in business or related field of study from a recognized institution. Any related post graduate qualification/professional certification will be an added advantage. 2 years’ related experience in customer facing roles in a reputable organisation or a financial institution Strong Interpersonal skills Problem-solving aptitude. Proficient at Microsoft Excel. A strong customer-oriented attitude.