Contact Center Agents at Zambia National Commercial Bank (Zanaco) PLC-Apply Now

Zambia National Commercial Bank Plc (Zanaco) is inviting applications from suitably qualified and experienced individuals for the following job aimed at contributing to the Bank’s strategic vision, in the Commercial Division under the Customer Service Department at Head Office for a fixed term period of up to 12 Months.

CONTACT CENTRE AGENTS

JOB PURPOSE

To handle all Contact Centre interactions by providing high level consistent standards of service to Zanaco customers and ensuring customer satisfaction. To manage the entire customer experience to ensure consistent service delivery.

Under the supervision of the Contact Centre Senior Specialist, the following are among the job key responsibilities:-

·        Manage own call utilization performance and ensure highest level of efficiency

·        Cross selling of Bank’s products and services

·        Improve customer engagement through participation in activities such as outbound calling

·        Receives and responds to customer service queries, complaints and requests via social media, SMS, Webchat, WhatsApp, telephone, walk-ins and email

·        Telemarketing to customers

·        Following up with customers on outstanding issues

·        Log and resolve customer issues immediately, otherwise escalate to relevant department immediately

·        Record and capture customer details correctly

·        Ownership of escalated queries by proactively monitoring and driving customer related issues to resolution within agreed turnaround times

·        Ensure all logs are maintained

·        Interact with other departments to resolve customer issues

·        Perform other duties as assigned by the Contact Centre Senior Specialist

·        Carry out customer surveys and participate in customer feedback through monthly surveys

·        Maintain clear, positive, professional communication in accordance with the Zanaco Customer Service standards

·        Provide information and educate customers

  • All other tasks or responsibilities as maybe assigned by management.

INTERNAL/EXTERNAL CONTACT

  • External: Customers
  • Internal: All divisions

QUALIFICATIONS AND EXPERIENCE

  • Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects
  • Diploma in Business, Marketing & Sales or relevant subject
  • At least one (1) year customer service or contact centre experience (in customer facing location or Call Centre)
  • Experience in Banking is an added advantage
  • Understanding of Retail products and account opening, KYC Cash and other Branch process requirements
  • Understanding of relevant legislation e.g. KYC, Anti – Money laundering, Banking code.
  • Understanding of people policies and processes
  • Demonstrated complaint handling and resolution skills

JOB CORE COMPETENCIES

  • Excellent customer relationship development/management
  • Good negotiation, problem-solving and conflict resolution
  • Good Oral & Written communication skills
  • Creative and innovative
  • Presentation skills
  • Ability to manage multiple tasks
  • Telephone etiquette
  • Social Media skills an added advantage
  • Analytical Skills
  • Interpersonal Skills
  • Total Quality Management

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