Customer Service Job in a Microfinance Bank

Responsibilities for the Customer Service Job

• Plan, organize, direct, manage and evaluate the customer service activities and budget of an organization.
• Develop, implement and manage the organizations customer service policies, procedures, standards, and strategies.
• Comply with and maintain knowledge of applicable rules, regulations, standards, and best practices.
• Set margins and sales targets and evaluate the performance of sales promotions.
• Evaluate the quality of completed work and services.
• Ensure all customer service activities support and strengthen the strategic objectives of the overall organization.
• Improve the effectiveness of all customer service activities and apply new knowledge to management tasks for the improvement of customer service activities.
• Prepare or oversee the preparation of reports and statistics related to the customer service function for upper management.
• Interview, select, coach, train, instruct, manage, and appraise the performance of associated customer service personnel and mentor the select staff
• Analyze customer service related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges, and to identify opportunities to improve customer service.
• Provide customer service personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently.
• Resolve customer complaints and answer customers’ questions regarding organizational policies and procedures and provide guidance on how to escalate complaints / disputes within the organization.
• Develop and maintain constructive and cooperative working relationships with stakeholders.
• Collaborate and communicate knowledge (e.g., market information, customer insights, trends, etc.) across the business.
• Communicate information to stakeholders using appropriate communication methods.
• Identify opportunities to add value beyond problem resolution to relevant business areas (e.g., sales, marketing, product development, etc.)
• Develop and measure key performance indicators to determine and improve customer service experience, create engaged customers and facilitate organic growth.
• Take ownership of customer issues and follow problems through to resolution.
• Keep accurate records and document customer service actions and discussions.
• Adhere to and manage the approved budget.
• Maintain an orderly workflow according to priorities.

Qualifications for the Customer Service Jobs

• Bachelor’s degree in Business Administration or related field
• Relevant certification will be an advantage
• Proven working experience in a similar role.
• Experience in providing customer service support.
• Excellent knowledge of management methods and techniques.
• Working knowledge of customer service software, databases and tools.
• Awareness of industry’s latest trends.

Competencies Required 

• Proficiency in English
• Ability to think strategically and to lead.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking skills.
• Customer service orientation.
• Excellent interpersonal skills, negotiation skills and conflict resolution skills.