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