Call Centre Officer
Team Leader Customer Service
Call Centre Officer
be responsible for providing a first line support to service and
resolution to bank customer queries through the allocated support lines on call
as well as respond to queries via email, social media and letters while
ensuring that all the processes and procedures are adhered to.
Receiving inbound customer
calls and handling as per laid down procedures and observing call quality
while raising Service Requests for escalations of issues that require
Daily on-boarding of customers
as per laid down procedures and observing call quality.
Manage customer queries
received via alternative channels such as emails, letters, calls Facebook,
Instagram, LinkedIn, Twitter and handling them as per laid down procedures
and observing contact quality.
Pursue the achievement of business
growth targets via selling and cross-selling of the Bank’s products and
services through lead generation.
Contribute to product
development and improvement through continuous feedback analysis collected
by logging calls & correspondence.
Ensure timely and complete
resolution of customer queries.
Provide daily, weekly, monthly
and any other assigned Reports to support these activities.
A business related degree from
a reputable institution.
Atleast 2 years working
experience in Customer service and /or Call Centre.
Ability to multitask and
perform under tight deadlines
Excellent written and verbal
communication skills (articulate) coupled with good listening and critical
Computer /IT skills, including
knowledge of Microsoft office applications e.g. Word; Excel; PowerPoint
Must have comprehensive
background with all aspects of Training (i.e. experience in the various
skills within the Call center) and/or Quality Assurance in a call center.
Excellent knowledge of HF Group
products and services.
Good understanding of the
bank’s processes and procedures both in branches, service centres, Central
procesing and mobile banking.
Knowledge and experience in
managing social media pages.
Time management skills; can
manage stress and pressure; focused and driven.
How to apply
Partagez et envoyez cette annonce à vos amis !