Job Purpose
- To provide the best and accurate solutions to queries related to the Bank’s Products and Services. Attend to customer queries & complaints due to service breakdowns caused by our systems and escalted for further investigations from banches.
- Resolve queries or complaints within prescribed times to both external and internal customers in a professional manner, with the aim of retaining & attracting more customers as well as maintaining good relationships with all stakeholders.
Key Responsibilities/Accountabilities
- Log on or off onto Avaya immediately when start working and finish working respectively.
- Be ready on Avaya for 80% of the working hours daily.
- Attend to Internet Banking, Instant Money vouchers, Credit Cards and Unayo requests and queries.
- Log all the requests and queries assigned to you onto Salesforce all the time.
- Do security check and customer authentication before assisting the customers with his or her request or query.
- Read and understand what the query is all about before acting on it.
- Acknowledge and give the customer appropriate time for the feedback or update on the request or query.
- Give the customer the case number of the query you are attending.
- Proof read your emails before sending to intended email receipients.
- Copy Team Leaders and QA in all business communication.
- Exclude the customer in your communication while doing investigations.
- Update your findings for investigative queries on Salesforce.
- Ensure that every stone has been turned before escalating the query to the Team Leader.
- Update the customer for the queries that require further investigations.
- Refer to the colleaques for information unknown to you.
- Give customers accurate answers and solutions to the customers’ requests and queries at all times.
- Fulfill the promises that you have made to the customer in order to build trust.
- Do hand over queries to colleaques in case of abscence due to rooster or any other thing that may stop you from coming to work. E.g sick leave.
- Provide all the required information when escalating queries to other departments in order to avoid re-works.
- Identify gaps in the bank’s service and systems and escalate to Team Leader.
- Follow up on outstanding queries owned as well as those that have been escalated to other departments daily until the query has been resolved.
- Apply Telephone Etiquette technics when answering the phone
- Manage your lunch hours
- Adhere to Shift Rooster.
- Perform preliminary investigations on POS queries before escalating to Lesotho Pos Support
- Assist in ensuring the customer contact centre is functioning at all times, documenting and reporting any interruption in service to the appropriate channels
- Adhere to the Sunset Clause and have clear details of the outstanding query/ies
- Assist in developing and maintaining a database of customers, providing support for effective customer profiling
- Any other duties as assigned
Preferred Qualification and Experience
- Degree in Business Commerce or equivalent qualification with 3-4 years experience
- OR
- Diploma in Business Commerce or any equivalent qualification with a minimum of 5 years experience.
Knowledge/Technical Skills/Expertise
- A good understanding of the entire Bank’s full range of products
- A basic knowledge of regulations governing the management of financial services
- A good knowledge of the bank’s service principles.
- A basic knowledge of the Code of banking practice and other bank’s policies