4 Contact Centre Officers – Post bank

Job Title: 4 Contact Centre Officers

Organization:   Post bank

Location: Uganda  

 

Roles and responsibilities

• Treat customers with utmost courtesy when receiving inbound telephone calls, emails, or social media messages directed to the Bank’s customer contact centre.
• Respond to customer queries and inquiries using accurate and comprehensive knowledge of the Bank’s products, processes, and general information.
• Resolve customer complaints whenever possible or promptly escalate them to the relevant department.
• Keep yourself informed about the Bank’s products, processes, and relevant contacts to ensure that customer issues (inquiries, queries, or complaints) are addressed correctly and as a priority, with e¬orts made to resolve them on the spot or within an hour.
• Monitor the availability of ADC (alternative digital channels) proactively and collaborate with stakeholders to rectify downtime causes.
• Escalate issues received and/or identified to the relevant internal stats¬ or units and follow up on outstanding issues promptly.
• Analyze the content of customer interactions proactively to identify opportunities for service improvement and communicate recommendations to the relevant functions through your line manager.
• Generate customer interest in alternative services or products o¬ered by the Bank during customer interactions.
• Prepare timely regular activity and performance reports for your line manager and other relevant parties.
• Maintain an up-to-date database for customer contacts in conjunction with relevant parties within the Bank.
• Support all marketing-related programs.

 

Minimum Qualifications:

• A bachelor’s degree in Business management or related h¬eld
• 1-2 years’ cognate experience in contact centre management.
• Strong command of English and pro¬ciency in at least two local languages.
• Strong customer-centric mindset.
• Excellent telephone and email etiquette.
• Effective communication skills (both written and verbal).
• Up-to-date knowledge of the bank’s products, services
• Strong decision-making skills, including active listening, appropriate
• questioning, applying appropriate interventions, and o ering timely updates and conclusive feedback.
• Proactive problem-solving skills, including analysing information received/collected by the team over time to identify and address root causes.

 

How to apply

Online applications addressed to Chief Human Resources Officer, PostBankUganda. Send the application to hr@postbank.co.ug  with the job title as the subject.  

Application deadline: 3rd May 2023

Only shortlisted candidates will be contacted for interviews.

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