**Experience Requirements **
2–4 years’ experience in customer service, service recovery, complaint management, or related role.
Experience handling escalations in the banking or financial services is an added advantage.
Demonstrated ability to manage complex customer issues and coordinate across departments.
Previous experience in a customer service or Contact Centre environment is preferred.
Commercial awareness and appreciation
Knowledge of Telco operations and industry awareness.
Knowledge of the Bank’s products or services is a plus
Academic Qualifications and Certifications
Bachelor’s degree in business, Communication, Customer Experience, or related field.
Customer Experience certification is an added advantage.
Professional certification in Customer Service, Call Centre Operations, or Sales (added advantage)
Basic ICT proficiency, including familiarity with MS Office applications and digital platforms
Training in communication skills, customer experience, or service excellence (added advantage)
Deliver high quality, multi channel customer engagement, ensuring consistent, responsive, and professional service across all touchpoints.
Provide accurate, solution-oriented guidance on the Bank’s products and services, aligning offerings to customer needs and enhancing value delivery.
Capture and maintain complete, high quality customer data and interaction records to support informed decision making and service continuity.
Enable digital adoption by guiding customers on self service channels and resolving routine service issues efficiently.
Drive prompt and effective resolution of customer queries and complaints, ensuring seamless escalation and closure in line with service standards.
Continuously build product, system, and policy knowledge to ensure accurate advisory and compliance.
Achieve and sustain performance targets across service levels, productivity, and customer experience metrics.
Uphold strict adherence to regulatory standards, internal controls, and governance requirements in all customer interactions.