ADVERT FOR A POSITION IN BANQUE POPULAIRE DU RWANDA
LTD
LTD
Banque Populaire du Rwanda, the leading retail bank in
Rwanda wishes to recruit a focused, results-oriented and suitably qualified
professional to fill the following position:
Rwanda wishes to recruit a focused, results-oriented and suitably qualified
professional to fill the following position:
Position
: Customer Service Quality Officer
: Customer Service Quality Officer
Reporting to :
Customer Service Manager
Customer Service Manager
Duty Station
:
:
Date of Issue :
20/11/2014
20/11/2014
Closing date
: 1/12/2014
: 1/12/2014
Job Summary
The successful candidate will drive & deliver a
radical improvement in customer service to BPR’s chosen market segment
radical improvement in customer service to BPR’s chosen market segment
Key responsibilities
- 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.
Provide ongoing feedback on current status of service
initiatives & customer service levels to the business, suggesting
improvements or new programs where appropriate.
initiatives & customer service levels to the business, suggesting
improvements or new programs where appropriate.
Qualifications required
- 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
Please submit your:
- Application letter
- Curriculum vitae
- Academic transcripts
- Bachelors degree
To: recruitment@bpr.rw
The deadline for receiving applications is 1st
December, 2014
December, 2014
All applications will be treated in confidence. Only
short-listed candidates will be contacted.
short-listed candidates will be contacted.