Jobs *CUSTOMER RELATIONSHIP OFFICER BANKING Industry

*CUSTOMER RELATIONSHIP OFFICER (BANKING Industry*

HR World on behalf of our client in banking Industry we are looking for a customer relationship officer to handle telephone calls on behalf of the bank, in order to fulfil customer requirements, such as educating and informing the customer on the bank products and services, resolving and escalating customer queries and also receiving and communicating feedback from the customers. In addition to phone calls, they also communicate with customers via email and social media channels.

*Responsibilities;*

•Be available as per scheduled shift so as to attend to customer queries on phone, email or social media channels.

• Attend to customers in a quick and responsive manner. Maintain an acceptable level of average handle time / response time per customer and thus enhance ability to achieve the set number of customers handled per hour/per shift.

• Manage personal time while on shift, adhering to set schedules and achieving set targets of productive time in serving customers.

• Educate customers with information on products and services.

• Escalate customer issues that require further intervention, investigation, or analysis for resolution in the prescribed format and tools.

• Collate and escalate customer feedback on products, services, and the brand in general and be a positive brand ambassador at all touch points.

• Adhere to set policies and procedures including KYC, preservation of customer information confidentiality, safeguarding customer data and funds at all times.

• Identify upsell and cross sell opportunities in customer interactions and refer new leads to respective business units.

• Capture customer interaction on the provided datasheets / CRM data base with accuracy, clarity and including relevant details that can be useful in reporting and analysis.

*Qualifications;*

• Experience in the bank or in a similar role in another organization.

• At least a degree from a recognized university.

• Must have atleast three years’ experience in similar role

• Customer Centric Vocal Tonality.

• Strong negotiation and excellent conflict management skills.

• Instinctive recognition of up & cross sell opportunities.

*Interested candidates may send their CV to recruitment@hrworld.co.tz before 5th September 2021*

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