Accountabilities:Conducts visits to the branches to check service quality and customer satisfaction to ensure service excellence and raise customer experience. Prepares monthly reports showing Service gaps and customer pain touch points across different bank channel. Increases Branch Staff Awareness on Basic service standards and default manners. Reports any look and feel negative feedbacks through customer’s interviews to concerned parties e.g. premises, general admin, Branch Quality Managers. Performs mystery shopping exercise on branches, Call Center and Direct Sales Unit on frequent basis. Initiates and suggests new service enhancement ideas. Reviews all Banks’ customer related procedures and ensure Customer Centric approach is being followed Reviews Service Quality Controls on pre-set standards and aiming at customer satisfaction And any other assigned tasks.
Minimum Qualifications: University/College Degree in Finance, Economics OR any relevant discipline Experience: Officer 2+ Years of operations / Customer service
Job specific Skills:Customer Service Skills Awareness of bank’s product and different bank channels procedures. Team work skills Good Analytical & judgment skills
Generic Skills Good communication and interpersonal skills Excellent command of English language. Strong computer skills