Customer Experience Representative
Dar es Salaam
KCB Bank Tanzania
Job Summary:
Delivering a high level of service through keeping a harmonious relationship with customers.
Accord customers with proper information regarding banks products and services
KEY RESPONSIBILITIES:
Responding to all customer queries related to bank’s products and service
Ensure smooth service delivery across the branch
Queue management
Matching appropriate products to customers’ needs
Report all issues affecting service delivery
DAILY RESPONSIBILITIES:
Receiving customer queries and take quick action to resolution and / or forwarding to the appropriate person for resolution.
Proper follow up on escalated customer queries and complaints to ensure accurate and on time resolution
Accurately record all customer complaints in complaints register.
Make sure the customers are contacted for feedback on their requests and complaints.
Provision of account balances
Promptly attending to telephone calls, maintaining efficiency, and satisfying the caller. Ensuring messages are passed on and returning calls where necessary.
Pin Mailer handling – issuance, usage demonstration, and replacement and ATM lobby management.
Account statement request processing and issuing.
To receive all the incoming mails and keep records.
Retain existing customers by building customer loyalty through customer interactions.
Ensure cleanliness and tidiness of the Banking Hall.
Queue management and notices display
ATM card and cheque book ordering
Prepare and submit customer service reports on time
MINIMUM POSITION QUALIFICATION AND REQUIREMENTS:
Bachelor’s degree – Business Related
Master’s Degree is an Added Advantage
A minimum of 4 years’ experience in the role
Deadline: 2022-06-29 00:00:00
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