Description
Job Summary
Reporting to the Manager, Customer care and Events Management, the Officer, Customer Care and Events Management is responsible for providing customer service support to the organization by interacting with the Bank’s customers and guests and providing them with information to address inquiries. The position is also required to deal with and help resolve any customer complaints and maintain good relations with the Bank’s customers and guests
Key Responsibilities
Key Responsibilities
- Manage customer arrivals to maximize relationship building opportunities;
- Improve the overall customer relationship, delivering reliable administrative support and customer service;
- Acknowledge customers promptly, treat them with courtesy.
- Help and advice to customers;
- Find out what information, products or services the customer requires to meet his/her needs, providing clear, accurate and relevant information;
- Maintain a strong knowledge of services of the Bank;
- Assist in the analysis of customer trends to suggest improvement of service delivery;
- Conduct surveys to improve customer care service;
- Operate telephone communication systems;
- Maintain database of contacts (external and internal);
- Handle email correspondences (customercare@bnr.rw and info@bnr.rw);
- Set strategies to collect customer care feedback and make reports.
- Track analytics and create reports detailing successes and failures of customer care initiatives in place
- Develop, write and edit customer care articles and other division articles
- Work with other team members to conceptualize and implement customer care strategies and campaigns
Qualifications, Experience and Skills
- At least a Degree in Public Relations, Public Administration, Communication, journalism or a related field.
- Strong writing and analytical skills are added advantage
- At least three (3) years’ experience in a similar role in the financial services sector
Skills and Competencies Required
- Personal drive and effectiveness;
- Ability to generate breakthrough solutions;
- Ability to constantly deliver quality and value;
- Writing skills
- Strong customer focus
- Effective communication skills
- Ability to multitask
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