To aid in executing customer experience strategies by monitoring service performance, managing customer feedback, facilitating complaint resolution, and participating in initiatives aimed at improving customer satisfaction and service quality throughout the bank. This role includes interacting with customers, enforcing service standards, addressing complaints, and fostering a customer-focused culture to promote positive experiences and long-term customer loyalty.
Position: Relationship Officer – Customer Experience (Corporate Desk)
Main Duties and Responsibilities:
- Address customer complaints and escalations promptly and professionally to ensure resolution and maintain satisfaction.
- Record and analyze customer feedback and complaints to identify recurring issues, uncover root causes, and recommend improvements for ongoing service enhancement.
- Work closely with internal teams to pinpoint improvement areas and implement initiatives that enhance operational efficiency and staff productivity.
- Track service quality metrics, evaluate performance data, and apply corrective measures to close service gaps and elevate service standards.
- Review customer interactions to uncover opportunities for enhancing channel efficiency, usability, and convenience, and contribute to strategies that optimize channel performance.
- Conduct quality assessments and audits at branch locations to ensure compliance with service standards, operational protocols, and regulatory guidelines.
- Oversee the management of customer service tickets and inquiries, ensuring timely and effective issue resolution and communication.
- Monitor service ticket queues, prioritize incoming issues, and escalate critical or complex cases as necessary to guarantee swift resolution and customer satisfaction.
- Respond to both customer and internal emails and phone calls in a timely and courteous manner, delivering accurate information and resolving concerns effectively.
- Provide clear and transparent updates to customers regarding the status of their inquiries, feedback, or complaints, ensuring consistent follow-through.
- Lead internal training sessions focused on consumer protection policies and customer experience best practices.
- Regularly collect and evaluate customer feedback to assess and rate branch-level service quality.
- Perform additional tasks as assigned by the supervisor to support overall departmental goals.
Knowledge, Skills, Qualifications, and Experience
Knowledge
- Customer Experience Management
- Complaint Handling and Resolution
- Service Quality Monitoring and Improvement
- Cross-Selling Techniques
- Customer Relationship Management
Skills
- Strong listening and interpersonal skills
- Excellent verbal and written communication abilities
- High level of integrity and professionalism
- Proficient in managing customer feedback and inquiries effectively
- Exceptional time management and organizational skills
Qualifications
- Bachelor’s degree in a relevant field from a recognized institution
Work Experience
- Minimum of 2 years’ experience in customer service, operations support, or customer experience roles
- Prior experience in the banking or financial services sector is highly desirable
To Apply:
Please submit your application, clearly indicating the Job Title in the subject line, to:
📧 [email protected]. Application Deadline: Monday, 26th May 2025
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