Descriptions
Summary
**Customer Experience Assistant (CEA)**
**Overview**
- Responsible for prompt processing of customer instructions and training new staff
- Maintains staff relations and liaises with departments on customer queries
- Channels customer feedback to the call centre
**Key Responsibilities**
- **Service & Operations**
• Prompt processing of customer instructions and requests
• Training of new staff members and maintaining excellent staff relations
• Liaising with respective departments over customer queries and letters of instructions
• Ensuring banking stationery is available and well displayed
• Channelling all customer feedback to call centre for action and/or information
- **Financial & New Business Growth (10%)**
• Ensure no revenue leakage by prompt revenue collection
• Cross-selling of bank products and services to both potential and existing customers
• Collect sales leads/referrals from customers and follow up to ensure sales are closed
• Ensure achievement of personal sales goals for all products
- **Customer Experience (10%)**
• Maintain high level customer service standards at all times
• Receive customer enquiries and complaints and log them into CRM
• Monitor TAT for transaction processing to maintain high customer service standards
• Ensure follow-up on customer queries and provide feedback promptly
- **Learning and Growth (5%)**
• Ensure personal growth by continuous learning/training for self
• Ensure compliance with the leave policy on block leave and minimum carry-over of leave days
**Requirements**
- University degree or equivalent
- Two years’ experience in branch service operations
- Basic MS Office applications knowledge
- NCBA Bank core value behaviours (performance drivers)
- Ideal job competencies (technical and behavioural)
**Benefits**
- Not specified
**Deadline**
- Not specified
**Job Type**
- Full-time
How to apply
Use the application link below to open the official application form.
