Jobs in Zambia and Zimbabwe

Zambia National Commercial Bank Recruiting: Contact Centre Agent [9 Positions]

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  • Company: Zambia National Commercial Bank
  • Location: Lusaka, Lusaka Province, Zambia
  • State: Lusaka
  • Job type: Full-Time
  • Job category: Banking Jobs in Zambia

Zambia National Commercial Bank Plc (Zanaco) is inviting applications from suitably qualified and experienced individuals for the following job aimed at contributing to the Bank’s strategic vision, in the Commercial Division under the Customer Service Department at Head Office.

CONTACT CENTRE AGENT (X9)

JOB PURPOSE

To handle all Contact Centre interactions by providing high level consistent standards of service to Zanaco customers and ensuring customer satisfaction. To manage the entire customer experience to ensure consistent service delivery.

Under the supervision of the Contact Centre Senior Specialist, the following are among the job key responsibilities:-

  • Manage own call utilization performance and ensure the highest level of efficiency
  • Cross-selling of Bank’s products and services
  • Improve customer engagement through participation in activities such as outbound calling
  • Receives and responds to customer service queries, complaints and requests via social media, SMS, Webchat, WhatsApp, telephone, walk-ins and email
  • Telemarketing to customers
  • Following up with customers on outstanding issues
  • Log and resolve customer issues immediately, otherwise escalate to relevant department immediately
  • Record and capture customer details correctly
  • Ownership of escalated queries by proactively monitoring and driving customer related issues to resolution within agreed turnaround times
  • Ensure all logs are maintained
  • Interact with other departments to resolve customer issues
  • Perform other duties as assigned by the Contact Centre Senior Specialist
  • Carry out customer surveys and participate in customer feedback through monthly surveys
  • Maintain clear, positive, professional communication in accordance with the Zanaco Customer Service standards
  • Provide information and educate customers
  • All other tasks or responsibilities as may be assigned by management.

INTERNAL/EXTERNAL CONTACT

External: Customers
Internal: All divisions

QUALIFICATIONS AND EXPERIENCE

  • Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects
  • Diploma in Marketing & Sales or related field
  • At least one (1) year customer service experience (in customer facing location or Call Centre)
  • Experience in Banking is an added advantage
  • Understanding of Retail products and account opening, KYC Cash and other Branch process requirements
  • Understanding of relevant legislation e.g. KYC, Anti – Money laundering, Banking code.
  • Understanding of people policies and processes
  • Demonstrated complaint handling and resolution skills

JOB CORE COMPETENCIES

  • Excellent customer relationship development/management
  • Good negotiation, problem-solving and conflict resolution
  • Good Oral & Written communication skills
  • Creative and innovative
  • Presentation skills
  • Ability to manage multiple tasks
  • Telephone etiquette
  • Social Media skills an added advantage
  • Analytical Skills
  • Interpersonal Skills
  • Total Quality Management

    How to Apply

All applications MUST have an application/cover letter, copies of qualification certificates including Grade 12 and detailed curriculum vitae indicating the position being applied for in the subject line and should be sent by email to [email protected] no later than Monday, 4th December, 2017. ONLY SHORTLISTED APPLICANTS WILL BE COMMUNICATED TO. Zanaco provides equal opportunity in employment for all qualified persons and prohibits discrimination in employment (women are encouraged to apply)