Customer Service Representative

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Customer Service Representative

  • Post Date:June 27, 2022
  • Views 517
0 Applications
  • Career Level Other
    Qualification Degree
    Experience 1-3 Years
  • Industry Banking
Job Description

Business Unit: Contact Centre
Geographical Area: Zimbabwe
Department: Digital Transformation, Innovation, and Product Development
Vacancy Manager: Customer Support Manager

Purpose of the job

To serve customers with their banking needs by addressing their queries, and inquiries timely in accordance with the bank’s procedures.

Main Focus Areas

  • Providing a first-class level of service to ensure that clients are satisfied and continue to do business with BancABC
  • Champion the BancABC customer experience ensuring the delivery of quality advice, recommendations, and solutions to customers
  • Managing and resolving queries escalated by branches within the set SLAs
  • Attending training on all systems, new products, and services
  • Engaging with internal stakeholders to follow up on escalated queries
  • Managing outbound by contracting customers to sell products and services and secure appointments for Relationship Managers in the branches
  • Handling and resolving queries
  • Coordinating with Marketing on opportunities to enhance customer experience
  • Escalating Fraudulent activities or suspected fraud for further investigations
  • Managing adherence to customer authentication processes
  • Proactively participate as a member of the relationship management team contributing toward team targets and promoting teamwork.
  • Contribute effectively to team activities including the generation of new sales ideas and initiatives.
  • Communicating with the customer articulately, accurately and paying attention to detail
  • Promote the benefits of alternative methods of banking, by actively assisting customers where applicable
  • Treating colleagues and clients with respect, understanding, consideration, knowledge, and skill
  • Answer the telephone in a timely and professional manner

Qualifications and Work Experience

  • 2 ‘A’ Levels
  • 5 ‘O’ levels including Mathematics and English
  • Ndebele Speaking is an added advantage
  • Relevant Degree
  • Minimum 2 years Customer Service environment or Banking Back Office or Front Office

Skills and Competencies:

  • Positive attitude.
  • Efficient time management.
  • Ambitious and energetic, able to get things done.
  • Confident and resilient.
  • Excellent communicator and motivator.
  • Attention to detail.
  • Risk aware.
  • Task oriented.
  • Initiative.
  • Maturity and credibility

Job Related Knowledge

  • Knowledge of legal and regulatory issues typical for the country banking system.

Interested applicants who meet the job requirements should e-mail their CVs to [email protected] with the Heading: “Customer Service Representative” attaching all academic certificates and transcripts


Closing Date: 28 June 2022 16:30 hrs.