Call Centre Officer at HF Group

Overall Job Purpose

The Call Centre Officer will be responsbile for providing a first line support to service and resolution to bank customer queries through the allocated support lines on call as well as respond to queries via email, social media and letters while ensuring that all the processes and procedures are adhered to.

Principle Accountabilities

• Receiving inbound customer calls and handling as per laid down procedures and observing call quality while raising Service Requests for escalations of issues that require further investigation.
• Daily on-boarding of customers as per laid down procedures and observing call quality.
• Manage customer queries received via alternative channels such as emails, letters, calls Facebook, Instagram, LinkedIn, Twitter and handling them as per laid down procedures and observing contact quality.  The officer should have a solid understanding of how each social media channel works and how to optimize content so that it is engaging on those channels
• Pursue the achievement of business growth targets via selling and cross-selling of the Bank’s products and services through lead generation.
• Contribute to product development and improvement through continuous feedback analysis collected by logging calls & correspondence.
• Ensure timely and complete resolution of customer queries. Provide daily, Weekly, monthly and any other assigned Reports to support these activities.
• Perform any other duties as requested by team leader from time to time

Minimum Qualifications, Knowledge and Experience

• A Bachelor’s degree from a recognized university.
• 2 years working experience in Customer service.
• Computer /IT skills, including knowledge of Microsoft office applications e.g. Word; Excel; PowerPoint etc.
• Knowledge and experience in managing social media pages.

Key Competencies and Skills

• Excellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skills.
• Keen to details.
• Proactive, confident, energetic and able to work under pressure with a positive attitude and use good organization skills.
• Must be analytical and must have strong verbal, interpersonal skills and presentation skills
• Customer Focused