Customer Service Officer at HFC Limited

Reporting To: Branch Operations Manager

Overall Job Purpose

The Customer Service Officer will be responsible for ensuring excellent customer service standards and maintain high customer satisfaction through quick resolution/escalation of customer queries in order to ensure customer retention.

Principle Accountabilities

• To manage queues by constantly monitoring customers wait time so as to ensure timely customer service.
• To offer excellent customer service through quick resolution/escalation of customers queries in order to ensure customer retention
• To collate customer feedback through interviews and customer feedback forms to ensure that we meet customer expectations.
• To Issue ATM Cards and cheques by recording to ensure safe custody and timely delivery to customers
• To avail product Brochure/Marketing materials and stationery for the customers by constantly replenishing the banking hall in order to ensure adequate products information to the customers.

Minimum Qualifications, Knowledge and Experience

• A business related degree from a reputable institution.
• Minimum 3 years’ experience in teller duties, customer service & bank back-office operations.

Key Competencies and Skills

• Practical experiences in use of MS Office applications.
• Ability to work independently under strict deadlines.
• Must have good interpersonal skills and communication skills (both oral and written).
• Results oriented, problem analysis and problem-solving skills.
• Demonstrated good planning and organizational skills.
• Good listening skills.
• Attention to detail and accuracy.
• Must be a team player and have integrity.