Contact Centre Officer

Knowledge; Skills and Experience required for this Role

• Bachelor’s degree in any discipline with a minimum of second-class honors upper division or equivalent
  
• Good Communication Skills (written and verbal)
  
• Minimum 1 year working within a customer service environment, contact center, or banking is advantageous
  
• Proficiency in computer applications and data entry
  
• Excellent verbal and written communication skills
  
• Positive attitude, adaptability, and commitment to customer satisfaction.
  

Customer Interaction & Issue Resolution (40%)

• Handle inbound calls, emails, WhatsApp, social media, and live chat interactions within set SLAs.
  
• Provide accurate information on bank products, services, digital channels, card services, account onboarding, and transactional support.
  
• Log, track, and resolve customer inquiries using CRM and available ticketing systems.
  
• Escalate complex issues to relevant departments and ensure closure within defined TATs.
  
• Perform service recovery and delight customers through proactive follow-up.
  
• Ensure that all customer queries, enquiries, and complaints are resolved on a ‘One Stop Shop’ basis.
  
• Proactively manage all customer interactions and ensure that service levels are achieved.
  
• Maintain high level of product knowledge sufficient for issue resolution, retention, and customer education.
  
• To identify customer needs effectively and partake in cross-selling and upselling of products initiatives
  
• To help identify service gaps and give feedback on necessary corrective measures
  
• Effective time and stress management of self during shift.
  

Digital and Card Support (20%)

• Guide customers on mobile banking (Mfukoni), internet banking, USSD, dormancy reactivation, and digital onboarding processes.
  
• Assist with debit/credit/prepaid card activation, PIN issues, blocking/unblocking, and card-related disputes.
  
• Support digital adoption initiatives through actively representing customer feedback, highlighting trends, suggesting, and implementing improvements and feeding back to colleagues.
  

Operational Excellence and Service Quality (20%)

• Adhere to customer verification standards (KYC), data privacy regulations, and internal control procedures including laid down maker-checker processes.
  
• Meet and exceed targets on AHT, FCR, quality scores, adherence, and customer satisfaction.
  
• Maintain 100% accuracy when dealing with customer instructions involving financial transactions or sensitive information.
  

Outbound Engagements and Business Development Support (20%)

• Execute outbound campaigns as assigned.
  
• Identify customer needs effectively and partake in cross-selling and upselling of products initiatives.
  
• Tracking of generated sales leads and ensuring completion for an enriched customer relationship.
  
• Educate customers on new products, system upgrades, or scheduled maintenance.
  
• Collect VOC insights to support product enhancements.
  
• Log all interactions comprehensively in CRM and follow communication scripts as provided.
  
• Participate in daily stand-ups, calibration sessions, and coaching.
  
• Support UAT testing for new systems and features related to customer experience.