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CONTACT CENTER OFFICER

Application deadline date has been passed for this Job.
GoZambiaJobs.co.zm
  • Post Date: November 26, 2021
  • Applications 0
  • Views 1734
Job Overview

KSM MANAMENT CONSULTANT, the largest HR firm in Zambia recently acquired GOZAMBIAJOBS.CO.ZM becoming the largest recruitment platform in the country now is actively looking to recruit for the following positions for a client, a Lusaka based Pan African Bank

  1. CONTACT CENTER OFFICER

Purpose of the Job

Manage customer  interactions in a multi channel contact centre environment while adhering to set quality standards and service level expectations in order to deliver customer service excellence for business impact.

Main duties

  • Managing inbound calls and emails to Bank customers as per the defined KPIs
  • Make welcome calls ,Care calls and 90 day calls as part of implementing the robust Onboarding process
  • Support CESA 1 on emails and social media
  • Support customers on card queries
  • Generating swift confirmations as requested by customers or other departments
  • Capture 80% of customer interactions on CRM as originating from inbound, emails or outbound calls
  • Run the yearly NPS survey and generate reports
  • Write detailed reports for all outbound campaigns conducted
  • Follow up on issues escalated to branches or other departments till closure
  • Carry out monthly dormancy management campaigns on dormant and pre-dormant accounts with the aim of mobilizing for new deposits and driving for reactivation
  • Dispatch birthday cards for Junior savers accounts and send marketing bulk SMS
  • Activate customers on e-products (sms/e-alerts,internet and mobile banking,estatements )
  • Respond to WEB FAQs and emails on Bankank Enquiries group mailbox websites  within the set TAT
  • Creation of Accounts on Internet Banking
  • Activate RIB users on payments as requested by customers and adhering to due process
  • Handle Customers western union queries on change of recipient details, change of sender, destination sent via branches
  • Up selling and cross selling Bank’s products and services according to customer profile in order to contribute to ownership of 5 products per customer and revenue generation
  • Participate in team training,projects and meetings when required
  • Set up branch terminals on western union, moneygram and Rapid transfer, effect password reset, increase limit as requested by branch.
  • Conduct specialised outbound campaigns and bulk SMS as requested by branches or Head Office Deparment
  • Liase with Group to effect change of ATM and RIB withdrawal limit requests
  • Liase with Group to action on blocking and unblocking of ATM cards as per customer request

Any other role related responsibilities as asigned by the Contact Centre, Manager

Academic and Professional Qualifications

  • Grade 12 Certificate
  • Bachelor’s Degree

Work Experience/Competences/ Attributes

  • Strong interpersonal skills and a can do attitude
  • Excellent verbal and written communication skills
  • Pleasant personality and customer centric
  • Bias for excellence in service delivery
  • Willingness to work in shifts

Method of Application

Should you closely fit the above requirements and are interested in this position, kindly send your CV to: jobs@ksm.co.zm / jobs@gozambia.co.zm  by / before 29th November, 2021 clearly stating in the e-mail subject line the POSITION you are applying for or Visit our websites: http://www.ksm.co.zm / www.gozambiajobs.co.zm or  Download our Recruitment App from Google Play store search for: RECRUITER KSM.

Job Detail
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