Job description
– Receive and answer telephone calls and orient them accordingly;
– Receive RSB clients and provide orientation;
– Examine incoming mails/couriers for completeness;
– Answer inquiries about Services offered in RSB;
– Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly;
– Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking;
– Troubleshoot customer issues over the phone;
– Maintain a balance between institution policy and customer benefit in decision making;
– Handles issues in the best interest of both customer and the institution.
Minimum Qualifications
Bachelor’s Degree in Communication
Experience: 0
Bachelor’s Degree in Public Relations
Experience: 0
Advance Diploma in Office Management
Experience: 0
Bachelor’s Degree in Office Management
Experience: 0
Advanced Diploma in Communication
Experience: 0
Advanced Diploma in Public Relations
Experience: 0
Advanced Diploma in Marketing
Experience: 0
Advanced Diploma in Customer Relations
Experience: 0
Bachelor’s Degree in Marketing
Experience: 0
Bachelor’s Degree in Customer Relations
Experience: 0
Bachelor’s Degree in Hospitality Management
Experience: 0
Advanced Diploma in Hospitality Management
Experience: 0
Competency and Key Technical Skills
Integrity
Strong critical thinking skills and excellent problem solving skills.
Inclusiveness
Accountability
Communication
Teamwork
Client/citizen focus
Professionalism
Commitment to continuous learning
Results oriented
Digital literacy skills
Resources management skills
Fluency in English, Kinyarwanda or French. Knowledge of all is an added advantage
Knowledge of customer service practices
– Analytical skills
Problem solving skills
Decision making skills
Time management skills
Risk management skills
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