Exciting Job Opportunity: Customer Experience Representative at KCB Bank Tanzania
Department: Retail Banking
Location: Dar es Salaam, Tanzania
Position Overview:
KCB Bank Tanzania is seeking a dynamic and customer-focused Customer Experience Representative to join our team. The successful candidate will play a crucial role in handling customer inquiries, supporting branch operations, and driving initiatives that enhance the overall customer experience.
Key Responsibilities:
Customer Interaction and Support:
- Address customer queries through calls, emails, and social media platforms in collaboration with the Marketing Department.
- Conduct below-the-line campaigns and communications using bulk SMS and outbound calls.
Service Quality Monitoring:
- Perform daily system health checks across branches to ensure smooth operations.
- Conduct quality checks on complaints raised by branches to ensure prompt resolution.
Customer Engagement and Projects:
- Participate in preparing and supporting customer engagement initiatives.
- Assist in the implementation of customer experience improvement projects.
Reporting and Analysis:
- Compile and maintain customer experience reports.
- Facilitate customer surveys, such as Net Promoter Score (NPS) and Customer Effort Score (CES), with support from the Group Strategy team.
Problem Solving and Issue Escalation:
- Support branches in resolving escalated and long-standing customer queries.
- Liaise with other departments to ensure efficient query resolution.
Sales and Cross-Selling:
- Promote and cross-sell the bank's products and services to existing and potential customers.
Qualifications and Requirements:
Education:
- Bachelor’s degree from a recognized institution (required).
- Master’s degree in a business-related field (added advantage).
Experience:
- Fresh graduates are welcome to apply.
- Candidates with 1 year of experience in customer service or a related field will have an added advantage.
Job Details:
- Job ID: 3526
- Posting Date: January 8, 2025
- Application Deadline: January 22, 2025
- Work Schedule: Full-time
- Location: Ali Hassan Mwinyi/Kaunda Drive Junction, P.O. Box 804, Dar es Salaam, Tanzania
How to Apply:
Take the first step towards an exciting career with KCB Bank Tanzania. To apply, please follow the link below:
إرسال تعليق