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Customer Experience Supervisor

Date Posted: Aug 03, 2019

Job Description

SUMMARY

Customer Experience Supervisor acts as central point of contact for supervising all internal/external customer service experience support to.

  • Enhances Customers’ access to the bank through a clearly defined point of contact.
  • Enhances service delivery standards across the bank through direct customer feedbacks, central issue reporting, escalation and resolution.
  • Identifies service improvement opportunities through customer interactions and feedbacks
  • Supports customers/business/marketing initiatives by handling general product enquiries and support.

 

Essential Duties and Responsibilities:

  • monitors all customer interactions via multiple channels including E-mail, SMS and phone calls
  • monitors all requests from branches on operational issues and challenges  by promptly acting on them directing them  to concerned Departments for processing/resolution and following up on them if a need be
  • monitor product enquiries and provides insights to business/marketing initiatives based on customer interactions
  • Follow up on customers recap and delinquency, as well as account performance ( savings)
  • Sell banks product to existing as well as new customers
  • Manage all channel back office issue (i.e. new branch registration, pin reset, customer profile upgrade
  • Act as a contact point between operations and customer experience officers
  • Supervise customer experience  officers
  • Provide daily weekly and monthly report to all stakeholders
  • Perform any other duties as required or requested by Head of Department or CEO.
  • Generates reports from collected data for management information which is to be used to raise the standard of service and decision making
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Skills Required


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Job Detail

  • Location
    Blantyre City
  • Company
  • Type
    Full Time
  • Positions
    1
  • Apply Before
    09 Aug, 2019

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