Consumable delivery Information
Resolve complaints ranging from transactions, Mortgage, ATM, Internet Banking, E-Payment etc.
Attend to customer en quires ranging from Mortgage, Property, Branch Locations, Rates, Forms etc.
Provide strategic solutions to ease bottlenecks in processes.
Design pathway to success for customer contention issues identified in the course of customer contact.
Execute CST customer contact plans i.e. draw up schedule, identify best means for particular contact and execute e.g. Customer Forum, SMS, and emails etc.
Identifying viable customer initiatives and strategy targeted at driving customer satisfaction.
Daily interfacing with other bank departments to maintain customer focus
Summary: A communication funnel to & from customers in respect of complaints, off site requests/enquiries etc, evaluating service bottlenecks and Identifying viable deployable strategy to boost the Organization’s customer service/connection.
Carry out periodic compliance checks to the Service Charter.
Suggest updates to service charter based on observations from research on customer service or professional ethics.
Assist in development, delivery of relevant training and deployment of initiatives aimed at developing and instilling customer service and professional behaviors in personnel.
Liaise with any service provider providers/contractors engaged to assist in deploying relevant programs for the department.
Summary: Assist in the development, enforcement and tracking of policies and practices that enable personnel to project professionalism, a customer-centric focus.