Customer Experience Advisor job at NFT Consult
Vacancy Title: Customer Experience Advisor
Type: FULL TIME
Industry: Consulting
Category: Customer Service
Jobs at: NFT Consult
Deadline: Monday, July 29, 2024
Duty Station: Within Uganda, Kampala, East Africa
Summary:
Date Posted: Monday, July 15, 2024
Base Salary: Not Disclosed
Job Details:
Our client is a rapidly growing local financial institution specializing in Personal and Business Finance. They seek to attract and motivate talented individuals with the drive and enthusiasm to innovate and fulfill customer needs.
Job Purpose:
To provide comprehensive support to customers, both internal and external. The role includes offering first-call resolution assistance, timely complaint and query handling, follow-up, and resolution while adhering to all standards and guidelines.
Key Responsibilities:
- Handle customer queries through any contact channel, respond quickly within set SLA and quality standards.
- Complete customer security checks for all queries and complaints.
- Log and capture all interactions using designated bank systems for escalation, action review, and productivity assessment.
- Utilize the escalation process to ensure queries are resolved within the agreed SLA.
- Prepare reports within stipulated timelines.
- Proactively communicate identified risks and opportunities while handling customer queries and complaints.
- Monitor, contact customers, and verify the authenticity of Visa transactions to prevent fraud.
- Monitor ATM and channel availability, contact support staff, report, and escalate ATM-related issues.
- Support Quality Assurance in gathering customer feedback and conduct mystery shopping calls to frontline staff as assigned.
- Offer first-line support to Agents and customers regarding Agent Banking issues.
- Execute approved business and support requests, communicating to customers by mail, phone, SMS within SLA.
- Generate sales and digital leads from queries received at the call center.
Experience, Skills, and Qualifications:
- Bachelor’s degree in a relevant field.
- Comprehensive knowledge of the bank’s products and services.
- Tech-savvy and able to use digital and social platforms independently; proficient in navigating computer systems.
- Fluent in English; proficiency in any of the following languages is an added advantage: LUO, Ateso, Ruyankore, Rutoro, Runyoro, Rukiga, Lusoga, and Lugisu.
- Excellent communication and social skills, enjoys helping others.
- Good telephone handling skills with a clear speaking voice.
- Ability to build rapport with customers, good writing ability, able to write with ease and efficiency.
- Ability to work well in a team.
Job Experience: No Requirements
Work Hours: 8
Experience in Months:
Level of Education: Bachelor Degree
Job Application Procedure:
Interested and qualified candidates, Click Here to Apply
