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Customer Experience Advisor job at NFT Consult

About the Organization

NFT Consult is a business process outsourcing firm with offices in Uganda, Kenya, Rwanda, Tanzania, Zambia, Burundi, South Sudan and UK.

We are an ISO 9001:2015 accredited Human Resource Management firm offering Recruitment, Manpower Outsourcing, Payroll and Provision of IT Enabled HR Solutions. We specialise in the Oil & Gas, Telcoms, IT and Financial Sectors and are located in Uganda, Kenya, Rwanda, Tanzania, Burundi, Zambia and South Sudan. Through the partnerships we have developed with our clients and firms offering similar services we are able to extend our services throughout Africa. We are committed to making a difference in our community through the relevant solutions we offer.

Job Description

Our client is a fast growing local financial institution offering specialized products in Personal and Business Finance. Our client recognizes the need to attract and motivate talented people who have the drive and enthusiasm to find innovative ideas for the institution's business to fulfil its customers’ needs.
To provide a one stop support to customers both internally and externally. Offer first call resolution assistance to customers ensuring timely complaint and query handling, follow up and resolution of issues raised while complying with all set standards and guidelines.

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Duties and Responsibilities

  • Receive customer queries through any contact channel, acknowledge and respond quickly within set SLA and quality standards.

  • Complete customer security checks for all queries and complaints.

  • Log and capture all interactions using designated bank systems for escalation, action review and productivity assessment.

  • Use the escalation process to ensure queries get resolved within the set and agreed SLA.

  • Prepare reports within stipulated timelines.

  • Proactively communicate identified risks and opportunities while handling customer queries and complaints.

  • Actively monitor, contact customers and verify the authenticity of Visa transactions to curb fraud.

  • Actively monitor ATM and channel availability, contact support staff, report and ensure appropriate escalations of ATM related issues arising.

  • Support Quality Assurance in soliciting customer feedback and make mystery shopping calls to frontline staff as assigned by the Quality Assurance Officer.

  • Offer first line support to Agents and customers regarding Agent Banking issues.

  • Execute approved business and support requests to communicate to customers by mail, phone, sms within SLA.

  • Generate sales and digital leads from queries received at the call center.

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Qualification, Experiences and Competencies

  • Bachelor's degree in any relevant field.

  • Comprehensive knowledge of the bank’s products and services.

  • Tech-savvy and able to use the digital and social platforms independently; able to navigate computer systems easily.

  • Ability to communicate fluently in English & any of these languages will be added advantage; LUO, Ateso, Ruyankore, Rutoro, Runyoro,Rukiga, Lusoga and Lugisu.

  • Excellent communication and social skills. Enjoys helping others

  • Good telephone handling skills with a clear speaking voice

  • Ability to build rapport with the customer, good writing ability, able to write with ease and efficiency.

  • Ability to work well in a team

How to Apply

APPLICATION FOR THIS POSITION MUST BE DONE ONLINE:
Are you interested? Click the "APPLY" button below to submit your application.

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