United Bank for Africa
\nJOB OPPORTUNITY
\nCustomer Service Officer
\nDepartment\/Unit: Operations
\nLocation: Kasumbalesa
\nReporting Relationships<\/p>\n
Functionally reports into: Customer Service Manager
\nAdministratively reports to: Same as above
\nSupervises: Nil<\/p>\n
Job objective(s)<\/p>\n
To ensure quality customer service delivery and assist in cross-selling UBA group product and services.<\/p>\n
Duties & Responsibilities<\/p>\n
Ensure proper management of the customer service desk.
\nHandle all enquiries and relate directly with customers.
\nAssists to cross sell bank\u2019s products and services.
\nTimely account opening and issuance of welcome pack to customers.
\nEnsure that banking hall is clean at all times and well stocked<\/p>\n
\u00a0
\nKey Performance Indicators
\n\u00a0<\/p>\n
Customer delivery service index.
\nTurn around time in serving customers.
\nNumber of products and services sold.
\nVolume of transactions against Budget number.
\nCustomer complaints\/compliments<\/p>\n
REQUIRED EDUCATION QUALIFICATIONS<\/p>\n
Minimum of a first degree in a business related field from a recognized University with at least a Credit or better.
\nGrade Twelve Certificate with at least Five (05) Credits of better, including Mathematics and English
\nZAQA verified certificates<\/p>\n
Previous Work Experience Requirements<\/p>\n
Minimum experience \u2013 1-3 years relevant experience<\/p>\n
Key Competency List:
\nKnowledge<\/p>\n
Banking operations, policies and procedures
\nBanking products\/services
\nMajor Zambian languages<\/p>\n
Skills\/Competencies<\/p>\n
Professional disposition: Possess IT appreciation & application skills. Information Sourcing & Processing Skills. Ability to pay attention to detail & Customer Service orientation<\/p>\n
\u00a0<\/p>\n
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