Customer Service Manager Needed at Investrust Bank Plc

Reporting to the Head – Retail and Business Banking, the job holder will provide service support and leadership to business partners, thereby obtaining their commitment to the implementation of service initiatives, resulting in the provision of effective and improved customer experience. Implement service improvement initiatives as per the banks service strategy. This will involve driving both strategic and operational issues that arise and ensure traction on various service management processes of major business significance.

Responsibilities

• Translate strategies into actionable goals and execute initiatives with specific service measures and control systems to track progress through business interaction and consultancy to ensure alignment of business process to strategy for the clients
• Strong problem solving skills and interpersonal abilities to resolve problems and reach all service objectives in a timely manner
• Improve business decisions by providing accurate and reliable service intelligence together with analysing of service trends
• Deliver exceptional service that exceeds customers expectations through proactive, innovative and appropriate solution
• Analyse customer surveys with a view to identify areas for improvement and development of action plans
• Receiving and monitoring of customer service measurements
• Stakeholder relationship management
• Manage the service budget

Qualifications

• A general business degree qualification, preferably with a bias towards customer service training or quality service management
• A minimum of four years service industry management experience
• Experience in interacting with various business segments
• Experience in dealing with customer complaints and conducting root cause analysis
• Competence in understanding performance measurement data
• MS Word/ MS Excel / MS PowerPoint proficiency and other bank system
• Strong presentation skills

How to apply
Applications together with certified copies of certificates and CVs along with details of three traceable references should be sent to the under listed not later than 27th January,2017.

Head – Human Resource & Administration
Investrust bank Plc
P.O Box 32344
Lusaka