Key Responsibilities
- Customer Feedback/Complaints Management monitoring and tracking to check adherence to service standards and compliance to the Consumer Protection Policy.
- Create and implement feedback systems to check on service quality.
- Take charge of scripting and conducting surveys through the various channels available in the Bank, including telephone calls, online web-based tools, social media, SMSs, amongst others.
- Continuously identify customer pain points and propose processes improvement to improve on ‘first line’ resolution of customer queries.
- Work hand in hand with the Contact Centre Operations team on the contact centre process formulation and improvement.
- Monitor adherence to service standards and business SLAs.
- Monitoring random customer interactions across various channels & rate service quality.
- Compile service performance statistics across various customer touch points and channels.
- Forecasting and analysing data on a daily, weekly, and monthly basis for reporting and decision making.
- Charged with identifying training needs for all customer service touch points.
- Compiling the Quarterly Complaints Report for submission to CBK.
- Liaise with other departments and prepare communication content on product information, updates, and business changes to the Contact Centre & Branch Customer Service teams in a timely manner.
- Any other task as may be assigned by the line Manager.
Job Specification:
- Minimum bachelor’s degree in Business related field from a recognized university.
- Professional qualifications in quality Assurance will be an added advantage.
- Minimum 3 years’ experience in contact centre/customer experience preferably in banking industry
- Good Statistical analysis and reporting skills
- Good Communication and Presentation skills
- Good knowledge of Islamic banking operational process.
Method of Application
Please send your CV and cover letter to [email protected] by 19th November 2022, Quoting The role as the Subject of the email application.
