Experience Requirements

• 2–4 years’ experience in customer service, service recovery, complaint management, or related role.
  

• Experience handling escalations in the banking or financial services is an added advantage.
  

• Demonstrated ability to manage complex customer issues and coordinate across departments.
  

• Previous experience in a customer service or Contact Centre environment is preferred.
  

• Commercial awareness and appreciation
  

• Knowledge of Telco operations and industry awareness.
  

• Knowledge of the Bank’s products or services is a plus
  

Academic Qualifications and Certifications

• Bachelor’s degree in business, Communication, Customer Experience, or related field.
  

• Customer Experience certification is an added advantage.
  

• Professional certification in Customer Service, Call Centre Operations, or Sales (added advantage)
  

• Basic ICT proficiency, including familiarity with MS Office applications and digital platforms
  

• Training in communication skills, customer experience, or service excellence (added advantage)
  

• Deliver high quality, multi channel customer engagement, ensuring consistent, responsive, and professional service across all touchpoints.
  

• Provide accurate, solution-oriented guidance on the Bank’s products and services, aligning offerings to customer needs and enhancing value delivery.
  

• Capture and maintain complete, high quality customer data and interaction records to support informed decision making and service continuity.
  

• Enable digital adoption by guiding customers on self service channels and resolving routine service issues efficiently.
  

• Drive prompt and effective resolution of customer queries and complaints, ensuring seamless escalation and closure in line with service standards.
  

• Continuously build product, system, and policy knowledge to ensure accurate advisory and compliance.
  

• Achieve and sustain performance targets across service levels, productivity, and customer experience metrics.
  

• Uphold strict adherence to regulatory standards, internal controls, and governance requirements in all customer interactions.