Job Details

Job Description

Designation : Contact Centre Agent

Reporting Line : Contact Centre Manager

Business Unit : Customer Experience

Location : Lusaka

Job Purpose

To support with Client query and complaints management received from the Toll free-line and any other channels used by customers to contact the Bank in a time efficient, cost effective, information accurate and customer friendly manner in order to enhance customer satisfaction and loyalty.

KEY OUTPUT & RESPONSIBILITIES

Efficient Customer Service & Cross selling

• Efficiently resolving customer queries/complaints and support with service requests from customers and ensure query resolution management is aligned to the Bank’s core Values
• Engage with internal stakeholders to follow-up on escalated queries
• Have sufficient knowledge and/or competence regarding banking systems, new products and services to promote a positive image of the Bank and respond to customer queries correctly

Accurate and Timely Reporting

• Provide an effective and efficient telephone enquiry service to customers to enhance customer experience.
• Ensure the queries pending report is monitored and cleared daily to ensure customer feedback within the agreed SLA
• Ensure appropriate MI is produced, consistent, reliable, and made available to team leader/manager for accurate reporting

• Consistently adhere to defined and agreed scripts for calls and problem resolution procedures to ensure adherence to procedure and service level agreement.
• Maintain vigilance regarding suspicious activities on queries or logs to ensure proactive risk management.
• Ensure that the defined “Customer Security Check” is completed with every interaction with the customer for satisfactory audits.

Internal and external stakeholder engagement

• Work closely with Service Quality and Marketing to ensure ongoing service quality in customer feedback management.
• Work closely with Card & IT team to manage after-hours calls
• Play a role in ensuring the unit has good relationships across the business to be able to assist customers

Effective teamwork, self-management and alignment with group values

• Promote co-operation in working with others to achieve shared goals and ensure a positive working environment and productive team.
• Have a general basic knowledge of all bank products and services
• Engage with Team-Leader/Manager to discuss opportunities to enhance customer experience.

Qualifications & Experience

• Grade 12 School Certificate with 5 credits, English and Mathematics inclusive
• Degree in relevant field
• 2+ years Banking experience
• Attention to detail
• Excellent communication and presentation skills
• Ability to communicate in atleast one of the 7 major languages with added advantage in Bemba and Nyanja
• Knowledge of the system(s), products and processing activities