Brief description of
the job:
The Customer Service
Officer is responsible to resolve disputes for all customers’ complaints,
queries and to interact with customers to provide and process information in
response to account opening and request about product and services.
Main
job responsibilities:.
- Deal
directly with customers either by telephone, electronically or face to
face
- Implement
customer-service standards; respond promptly to customer inquiries; and
resolve problems and complaints; complete audits; identify customer
service trends; determine system improvements; implement change within agreed
timelines
- Keep
detailed records of customer interactions and transactions, record details
of inquiries, comments, and complaints, record details of actions taken
- Process
customers’ transfers with proper approval from the supervisor
- Perform
customer verifications, open new accounts, follow up of pending/missing
documents, maintain customer account data/records for both loan and
savings by updating client information
- Determine
customer service requirements by analyzing customer needs; visiting operational
environments; conducting surveys; forming focus groups; benchmarking best
practices; analyzing information and applications
- Improve
customer service quality results by studying, aid the branch manager in
ensuring that all relevant standards within the customer care are met
- Prepare
daily, weekly, monthly statistical reports as appropriate
- Recognize
potential customers and other sale opportunities on behalf of the company
- Create
and maintain a positive, supportive, customer oriented environment for all
FINCA and non-FINCA clients
- Perform
any work allocated by the Branch Manager/Supervisors from time to time
- Meet
the objectives and performance measures agreed by the Branch Manager
Mandatory
experience/Technical Skills
- Listening
Skills - Problem
analysis and problem solving - Attention
to details and accuracy - Stress
tolerance
- An
in-depth understanding and experience of the operations of a customer care
division.
- A
minimum of one year relevant work experience in the customer care area. - Excellent
communication interpersonal skills both verbal &written which will
enable you to deal with external and internal parties in a professional
manner, developing solutions and communicating these across the
organizations as efficiently as possible - Possess
well developed analytical skills which enable you to:
- Clearly
identify and define issues that are being raised by customers - Undertake
any required review of complaints to a high professional standard - Make
recommendations in relation to resolutions of customer care - Contribute
to discussion & development of consumer policy - Can
demonstrate sound oral and written communication skills which enable
you to - Deal
with complaints in a professional and timely fashion - Deal
with difficult situations in a friendly manner and strive to find a
speedy solution.
General Requirements:
- Possesses
Self Management skills and the motivation to be able to : - Efficiently
organize your own time - Assess
priorities within your own area of responsibility - Handle
routine work with limited supervision - Is a
versatile self starter who demonstrates: - Customer
service orientation - A
positive attitude towards their work - Willingness
to work as part of the team - An
ability to build and maintain good networks internally and externally.
PERSONNEL
SPECIFICATIONS
Knowledge and
Education:
- Diploma
in Business Studies, or Management Studies from an accredited college or
University
- Computer
literate in Microsoft office package.
