Manager, Customer Service Management Division
Full Time Addis Ababa Addis Ababa Banking & Insurance - Economics - Finance & Accounting - Sales & Marketing
Job Overview
- Salary Offer As per Company Scale
- Experience Level Senior
- Total Years Experience 8
- Date Posted September 18, 2024
- Deadline Date September 22, 2024
Job Summery
Essential Function
- Develop and implement customer service policies and procedures;
- Maintain an orderly workflow according to priorities define and communicate customer service standards;
- Responsible to improve customer service experience, create engaged customers and facilitate organic growth;
- Establishes a channel for collecting customer feedbacks & reflect up on the feedbacks collected such as establish and manage customer free call-center;
- Conduct customer satisfaction survey for every customer group;
- Continuously monitors branches performance with respect to customer service;
- Assesses relevant customer, competitor and industry insights to help define strategies to improve client experience and grow deposits;
- Take ownership of customers issues and follow problems through to resolution across the bank;
- Conduct regular services reviews with clients to promote efficiency, look for service improvements and seek for further business opportunities;
- Review and track customer complaint and resolution and report to EMT;
- Participate in recruitment process, mentor and develop customer service representatives and nurture an environment where they can excel through encouragement and empowerment;
- Keep ahead of industry’s developments and apply best practices to areas of customer service improvement;
- Review and assess customer service contract oversee the achievement and maintenance of agreed customer service levels and standards;
- Ensure the necessary resources and tools are available for quality customer service delivery;
- Handle complex and escalated customer service issues;
- Identify and implement strategies to improve quality of service, productivity and profitability;
- Establish a system and provide training in the area of communication, one-to-one marketing, product knowledge, customer handling skill’s etc. to achieve sales targets and promote various banking services to customers;
- Serve as a client advocate to drive internal departments to deliver the best in class services to clients;
- Responsible for implementation and refinement of different professional banking services, formulation of workflows, continuous monitoring and enhancement of services quality and pledges;
- Undertake other related activities assigned by the supervisor.
Job Requirement
- Education and Qualification
- BA/MBA in Business Management, Economics, Marketing Management, Accounting & Finance, Banking & Finance, Management, and any other related fields with 8.5/6.5 years of experience in relative fields, preferably in banking industry, of which at least 2 years as a relevant Senior officer position. Skill on computing, supervisory & team building, analysis.
Place of Work: Addis Ababa
How to Apply
-
- Only short listed candidates will be communicated
- The Bank has the right to cancel the post advertised
- Interested applicants fulfilling the above requirements are invited to submit their applications only online through https://evacancy.enatbanksc.com/#/vacancy until September 22, 2024.
Enat Bank S.C
Human Capital Management Department Telephone: – 0115522835
Women applicants are highly encouraged
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