Job Reporting To: Manager Call Center

Location: Burundi HQ

Job Purpose

The purpose of the job is to attend to customer interactions including inquiries, requests, suggestions, and complaints efficiently and effectively as per Bank’s operating procedures.

Accountabilities

Respond to customers via different channels (Website, emails, calls and live chat) and provide quality responses as per Contact Centre guidelines.
Record all customer interactions in the system to allow quality reports and follow-up of pending queries.
Seek assistance from supervisors on complex queries to maintain good customer service delivery.
Maintain good adherence to timetable scores to facilitate efficient management of customer queries.
Process and follow up on customers’ products/services applications received through the Contact Centre to the relevant units to ensure service delivery is done within the set agreed time.
Represent Bank’s corporate values and excellence while following approved operating procedures in every contact with customers to ensure consistent delivery of service as per the Bank’s standard.
Acquire sufficient Bank’s product/services, outlet locations and service requirements knowledge to ensure correct information is transmitted to customers as per Bank’s standards.
Keep records of all call information (conversations) according to standard operating procedures (in a comprehensible way)
Build sustainable relationships and engage customers by taking the extra mile.
Provide high-quality integrity, and good teamwork spirit and maintain excellent interpersonal relations with other peers and management.
Attend to customers’ contacts, inquiries and complaints regarding the Bank’s products and services, delivery of service issues, outlet location issues and other queries to ensure that customers are responded to in a manner reflective of the Bank’s standards, operating procedure, corporate culture factors and unit plans.
Provide high-quality performance in all active Contacts, applying extra efforts to give a solution to customers in the very first contact.
Escalate and follow up with respective business units on customers’ contacts, inquiries and complaints to ensure solutions are availed to customers in a timely manner as per Bank’s standards.
Executes campaigns through outbound calls including welcome cycles, telesales and customer call back.

Education Experience, Knowledge and Skills Required

Bachelor’s degree in business administration or communication or related field.
1-2 years’ previous in customer service and call Centre
Proficient in relevant computer applications
Good data entry and typing skills.
Knowledge of products and services
Knowledge of customer service practices and principles
Contact Centre system.
Basic Contact Centre metrics
Escalation metrics
Basic computer skills
Data Entry
Excellent communication skills
Willingness to go the extra mile to deliver.
Attentive Listening skills
problem analysis and problem-solving
Ability to deal with/handle challenging customers.
Flexibility on change of duties and time
Ability to cope with Contact Centre dynamics.
Deadline 02 July 2023