Details
- Application deadline
- 2017-09-18
- Business / Employer name
- Standard Bank Group
- Job categories
- Banking & Finance
- Job Role
- Experienced
- Position Type
- Consultant
- Organization Type
- Private Sector
Location
Other Dar es Salaam District Dar Es Salaam
Description
Job Details
Customer Channels
Job Purpose
To receive and resolve inquiries, queries and complaints from both internal and external customers while maintaining the set quality standards and bank processes and procedures
Key Responsibilities/Accountabilities
• Receive customer queries through any contact channel and ensure they are answered within set SLA.
• Respond to customer queries through any contact channel while maintaining the set quality standards.
• Complete customer security check for all queries and complaints that require customer verification as per the set bank processes and procedures.
• Log all received inquiries, queries and complaints accurately in the available tracking system for records and MIS purposes.
• Follow and adhere to defined and agreed scripts, processes and procedure while handling customer queries.
• Acquire and maintain knowledge on bank products and the use of applications to aid in satisfactory query resolution.
• Follow the escalation process to ensure queries get resolved within the set and agreed SLA
• To proactively communicate identified risks and opportunities (sale leads) while handling customer queries and complaints
• Monitor, contact customer and verify the authenticity of Visa transactions to curb fraud.
• Report working tools that are not in working condition to the Team Leader / IT for attention.
Preferred Qualification and Experience
• A university degree in any relevant field
• 1-2 years experience in branch banking with exposure to a front office role or in a Call Centre front office role in any service industry.
Knowledge/Technical Skills/Expertise
• knowledge of the bank’s products and services will be an advantage
• Ability to communicate fluently in English
To apply for this job, please go to the following website careers.peopleclick.eu.com
Customer Channels
Job Purpose
To receive and resolve inquiries, queries and complaints from both internal and external customers while maintaining the set quality standards and bank processes and procedures
Key Responsibilities/Accountabilities
• Receive customer queries through any contact channel and ensure they are answered within set SLA.
• Respond to customer queries through any contact channel while maintaining the set quality standards.
• Complete customer security check for all queries and complaints that require customer verification as per the set bank processes and procedures.
• Log all received inquiries, queries and complaints accurately in the available tracking system for records and MIS purposes.
• Follow and adhere to defined and agreed scripts, processes and procedure while handling customer queries.
• Acquire and maintain knowledge on bank products and the use of applications to aid in satisfactory query resolution.
• Follow the escalation process to ensure queries get resolved within the set and agreed SLA
• To proactively communicate identified risks and opportunities (sale leads) while handling customer queries and complaints
• Monitor, contact customer and verify the authenticity of Visa transactions to curb fraud.
• Report working tools that are not in working condition to the Team Leader / IT for attention.
Preferred Qualification and Experience
• A university degree in any relevant field
• 1-2 years experience in branch banking with exposure to a front office role or in a Call Centre front office role in any service industry.
Knowledge/Technical Skills/Expertise
• knowledge of the bank’s products and services will be an advantage
• Ability to communicate fluently in English
To apply for this job, please go to the following website careers.peopleclick.eu.com
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