Contact Centre Agent – 9
This listings application deadline has expired so it is probably out of date
Zambia National Commercial Bank Plc (Zanaco) is inviting applications from suitably qualified and experienced individuals for the following job aimed at contributing to the Bank’s strategic vision, in the Commercial Division under the Customer Service Department at Head Office.
Responsibilities
To handle all Contact Centre interactions by providing high level consistent standards of service to Zanaco customers and ensuring customer satisfaction
To manage the entire customer experience to ensure consistent service delivery
Manage own call utilization performance and ensure highest level of efficiency
Cross selling of Bank’s products and services
Improve customer engagement through participation in activities such as outbound calling Receives and responds to customer service queries, complaints and requests via social media, SMS, Webchat, WhatsApp, telephone, walk-ins and email
Telemarketing to customers
Following up with customers on outstanding issues
Log and resolve customer issues immediately, otherwise escalate to relevant department immediately
Record and capture customer details correctly
Ownership of escalated queries by proactively monitoring and driving customer related issues to resolution within agreed turnaround times
Ensure all logs are maintained
Interact with other departments to resolve customer issues
Perform other duties as assigned by the Contact Centre Senior Specialist
Carry out customer surveys and participate in customer feedback through monthly surveys
Maintain clear, positive, professional communication in accordance with the Zanaco Customer Service standards
Provide information and educate customers 2
All other tasks or responsibilities as maybe assigned by management.
Internal/External Contact
External: Customers
Internal: All divisions
Qualifications
Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects
Diploma in Marketing & Sales or related field
One (1) year customer service experience (in customer facing location or Call Centre)
Experience in Banking is an added advantage
Understanding of Retail products and account opening, KYC Cash and other Branch process requirements
Understanding of relevant legislation e.g. KYC, Anti - Money laundering, Banking code.
Understanding of people policies and processes
Demonstrated complaint handling and resolution skills
Job Core Competencies
Excellent customer relationship development/management
Good negotiation, problem-solving and conflict resolution
Good Oral & Written communication skills
Creative and innovative
Presentation skills
Ability to manage multiple tasks
Telephone etiquette
Social Media skills an added advantage
Analytical Skills
Interpersonal Skills
Total Quality Management
How to apply
All applications Must have an application/cover letter, copies of qualification certificates including Grade 12 and detailed curriculum vitae indicating the position being applied for in
to the email below:
