Contact Center Officer job at PostBank Uganda (PBU)
PostBank
• The Job holder is responsible for managing and handling customer interactions, inquiries, and concerns via various communication channels such as phone, email, chat, or social media. As the initial point of contact for customers, responsibility is to provide excellent customer service.
• Ensuring that all customer inquiries, requests, queries, and complaints are handled satisfactorily, and that timely follow-up, resolution, and feedback are provided in accordance with the Bank's service strategy.
KEY RESPONSIBILITIES /KEY DELIVERABLES
Treat customers with utmost courtesy when receiving inbound telephone calls, emails, or social media messages directed to the Bank's customer contact centre.
Respond to customer queries and inquiries using accurate and comprehensive knowledge of the Bank's products, processes, and general information.
Resolve customer complaints whenever possible or promptly escalate them to the relevant department and follow up on outstanding issues promptly.
Keep informed about the Bank's products, processes, and relevant contacts to ensure that customer issues (inquiries, queries, or complaints) are addressed correctly and as a priority, with efforts made to resolve them on the spot or within an hour.
Monitor the availability of ADC (alternative digital channels) proactively and collaborate with stakeholders to rectify downtime causes.
Analyse the content of customer interactions proactively to identify opportunities for service improvement and communicate recommendations to the relevant functions through your line manager.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
QUALIFICATIONS, EXPERIENCE AND COMPETENCIES REQUIRED
A Bachelor’s degree in Business Management or related field
1-2 years’ cognate experience in contact centre management
Strong customer-centric mindset.
Excellent telephone and email etiquette.
Effective communication skills (both written and verbal).
Good technical literacy, including proficiency in navigating Windows® applications, MS Office, email, and the internet.
Effective stress management skills, including maintaining a calm demeanour and mental state when situations and emotions escalate.
High levels of integrity and awareness of fraud and risk.
Strong teamwork skills, including offering support and guidance and working effectively with others.
The Following Documents Should Accompany The Application
• Detailed CV.
• A cover letter.
• Copies of academic documents.
Mode Of Application
• Online applications addressed to Chief Human Resources Officer, PostBank Uganda.
• Send application to hr@postbank.co.ug with job title as subject.
• Closing Date: Wednesday 27th September 2023 at 5:00pm.
• Only shortlisted candidates will be contacted.
PostBank Uganda is an equal opportunity employer.
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