Job Purpose
In line with our commitment to enhancing the career progression of our internal staff, we are looking to recruit qualified, experienced, self-driven, analytical, highly motivated, and passionate individuals to join our Customer Experience & Communications Department as Customer Communications Assistants.
The role holder will be responsible for the development, implementation, and management of communication strategies designed to improve customer experience (CX) at every touchpoint. Key responsibilities include creating content, coordinating communication initiatives, and ensuring consistent messaging to effectively engage both internal and external stakeholders. The position contributes to shaping customer-centric narratives and promoting a culture of continuous improvement in customer service. The role reports to the Manager of CX Communication.
Key Accountabilities
- Quality Monitoring and Evaluation: Assess the quality of services through audits, inspections, customer feedback analysis, and other evaluation methods.
- Identifying Areas for Improvement: Identify trends, issues, and areas where services can be improved, and make recommendations for enhancements.
- Process Improvement: Work with cross-functional teams to develop and implement process improvement initiatives to enhance service delivery.
- Documentation and Reporting: Maintain detailed records of quality assessments, results, and improvement efforts, and present periodic reports to management.
- Regulatory Compliance: Ensure that the services provided comply with relevant laws, regulations, and industry standards.
- Risk Management: Identify potential risks to service quality and recommend strategies to mitigate them.
- Continuous Improvement Culture: Foster a culture of continuous improvement within the bank by promoting service quality best practices.
- Data Analysis: Utilize data analysis tools to extract insights and trends related to service quality and customer satisfaction.
Qualifications
Education and experience:
- Bachelor's degree in a business-related or relevant field.
- Minimum of 3 years’ experience in the bank
- An appreciation of service quality assurance principles.
- Knowledgeable about bank products, services and processes.
- Demonstrated ability track CX Metrics and KPIs.
Knowledge, Skills & Competencies:
- A track record of excellent service delivery to customers and collaboration with internal stakeholders to champion customer experience
- Conceptual and Analytical Skills: Ability to quickly grasp and understand systems and keen to detail.
- Technology Skills: Knowledge of Excel and any other service quality assurance systems.
- Detail-oriented.
- Reporting skills.
- People management skills.
Customer Focus:
- Customer satisfaction
- Customer loyalty
- Channel satisfaction
- Meeting & Exceeding set KPIs
Business Systems & Infrastructure:
- Productivity Tracking
- Process review with customer impact in mind
- Process management
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