Customer Experience Officer

Job Detail

Key Responsibilities:

To take responsibility for being the first point of contact for all callers and visitors in the branch and ensuring that a high quality of service is delivered at all times. Receiving customer’s complaints and ensuring that they are assisted. Answer telephone enquiries from customers, attend to visitors and assist other staff in the organization with their enquiries.
To ensure that all calls to the Customer Service desk are dealt with promptly, in line with agreed standards and targets.
To take ownership and responsibility for all enquiries presented to the Customer Service desk, identify customer needs, and utilizing appropriate questioning and listening skills to identify and offer appropriate solutions. Registration and account opening for new customers and other alternative business channels such as Mchipuka Customer accounts update.
Compliance to AML, KYC prudential guidelines in daily operations.
Maintain corporate image of the branch e.g. Banking hall Cleanliness.
Assist in Que management for efficient and effective service delivery
Carry out branch trainings on customer service, customer experience and product management.
Ensure member retention through calling and activating dormant accounts.
Ensure promotional and marketing materials are available in all centers and other strategic place in the banking hall.
Management of visitor’s log and register in the branch.
Business development- Membership recruitment, deposit mobilizations etc.
Any other duty assigned.

Ideal Job Holder Specifications:
Academic:

Desired Work Experience:

Attributes:

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