CLIENT PROFILE

Our client is one of the prestigious Commercial Banks in Zambia.

ROLE

CUSTOMER SERVICE MANAGER (CE SPECIALIST)

QUALIFICATIONS

The relevant degree/diploma/s in advanced customer relationship skills (Customer Service Training) plus 5 years of relevant work experience.

KNOWLEDGE, SKILLS AND EXPERIENCE

• Knowledge of retail banking products and sales processes across multiple channels as well as good understanding of risk management and procedures.
• At least 1 year experience working with, direct marketing campaigns, customer service and leads management, is mandatory and key to this person success in building and refining the Customer Experience strategy and to drive the new business process excellence, including customer satisfaction.
• Business process flow mapping skills.
• Responsible for the daily running and management of the centre through the effective use of resources.
• Collaborative and customer service mentality.
• Personal career path which included significant front office/ sales deployment and experience gained from first hand customer dealings is a big plus.
• Demonstrated ability to lead people and get results through others via collaborative leadership.
• The ability to solve teamwork problems and resolve business issues.
• Ability to persuade and influence.
• Excellent organizational skills.
• Excellent written and oral skills, fluent in English and at least one other regional language.
• Excellent knowledge of Microsoft Office suite of products (Creating Excel reports, PowerPoint presentations and managing Microsoft project plans).
• Willingness to travel.