CUSTOMER SERVICE REPRESENTATIVE – BancABC Zimbabwe 1747 views

Job Summary
Designation Customer Service Representative
Date Advertised 08 February 2023
Business Unit Contact Centre
Geographical Area Zimbabwe
Department Digital Transformation, Innovation, and
Product Development Vacancy Manager
Customer Support Manager
Purpose of the job
To serve customers with their banking needs by addressing their queries, and inquiries timely in accordance with the bank’s procedures.

Duties And Responsibilities
Main Focus Areas

• Providing a first-class level of service to ensure that clients are satisfied and continue to do business with BancABC
• Champion the BancABC customer experience ensuring the delivery of quality advice, recommendations, and solutions to customers
• Managing and resolving queries escalated by branches within the set SLAs
• Attending training on all systems, new products, and services
• Engaging with internal stakeholders to follow up on escalated queries
• Managing outbound by contracting customers to sell products and services and secure appointments for Relationship Managers in the branches
• Handling and resolving queries
• Coordinating with Marketing on opportunities to enhance customer experience
• Escalating Fraudulent activities or suspected fraud for further investigations
• Managing adherence to customer authentication processes
• Proactively participate as a member of the relationship management team contributing toward team targets and promoting teamwork.
• Contribute effectively to team activities including the generation of new sales ideas and initiatives.
• Communicating with the customer articulately, accurately and paying attention to detail
• Promote the benefits of alternative methods of banking, by actively assisting customers where applicable
• Treating colleagues and clients with respect, understanding, consideration, knowledge, and skill
• Answer the telephone in a timely and professional manner

Qualifications And Experience
Qualifications and Work Experience

• 2 ‘A’ Levels
• 5 ‘O’ levels including Mathematics and English
• Ndebele Speaking is an added advantage
• Relevant Degree
• Minimum 2 years Customer Service environment or Banking Back Office or Front Office

Skills and Competencies:
• Positive attitude.
• Efficient time management.
• Ambitious and energetic, able to get things done.
• Confident and resilient.
• Excellent communicator and motivator.
• Attention to detail.
• Risk aware.
• Task oriented.
• Initiative.
• Maturity and credibility

Job Related Knowledge
• Knowledge of legal and regulatory issues typical for the country banking system.