Banque Populaire du Rwanda, ,Customer Service Quality Officer Job Vacancy in Rwanda

Kigali

• Manage and promote the delivery of an excellent
  and consistent customer service and sales experience for customers ensuring
  that all processes defined by the business are customer centric and are
  followed by the branch teams
• Support management in the design, planning, and
  launch of all customer service initiatives and projects
• Identify systems & processes which create barriers
  to serving customers & improve/eliminate these to create value for
  customers.
• Motivate & inspire staff to improve service
  levels, through implementation of service initiatives & ongoing
  coaching.
• Provide ongoing feedback on customer service to
  all levels within the business, ensuring an integrated country effort
  around service initiatives.
• Proactively implement customer service quality
  initiatives across the business while ensuring staff commitment to provide
  world class service.
• Assist conduct customer research through mystery
  shopping and other customer satisfaction surveys
• Own the results from the various Service Measures
  through sharing them across the business & incorporating corrective
  measures into current plans.  
• Conduct process enhancement group discussions
  with business heads and stakeholders & involve them in producing
  solutions/suggestions for service/process improvements.
• Support management in heading the service forums,
  providing MI as necessary and contributing to root cause analysis and
  implementation of remedial actions in conjunction with management
• Support management to create and lead a
  revolution in customer service, and actively support and monitor branch
  service champions in their pursuit of complaints resolution.
• Regularly visit branches to drive appropriate
  customer service behaviors and share best practice.
• Represent a central point of reference, best
  practice and ownership in the business for process improvement and lean
  projects while constantly reaffirming the importance and profile of
  complaints in the organization.   
• Support Customer Service Manager to manage and
  run any change initiatives relating to service.   
• Be a visible advocate of service within the bank,
  role modeling all behaviors as related to customer service.
• Ensure necessary regulatory requirements related
  to service are adhered to and strictly applied.

• Bachelors degree in Tourism, Management ,
  economics
• A  certificate in Customer care is an added
  advantage
• Fluency in English and Kinyarwanda. 
  Proficiency in French is an added advantage
• At least one year experience working in a
  hospitality industry or Fast-moving Consumer Goods company or in a bank

• Application letter
• Curriculum vitae
• Academic transcripts
• Bachelors degree