Customer Experience Officer (French Speaking) at Dorbe-Leit Solutions Limited

Job Description

Customer Experience Officers are required to:

• Have a direct day to day interaction with customers
• Proactively call customers to check satisfaction level.  Monitor issues raised from the proactive calls and ensure the issues are closed.
• Work with internal partners to obtain answers/solutions to clients’ queries
• Act as the advocate and impetus for process improvements within the bank.
• Engage business partners in a team effort to focus on issues and opportunities that further differentiate the bank as an excellent service provider in the view of our clients
• Participate in customer feedback, root cause analysis of issues and identification of process improvement opportunities
• Manage a portfolio of client relationships and ensures clients are satisfied with and trained on the bank products and services
• Channel customer feedback to unit heads and relationship managers as well as identify sensitive customer issues and escalate the same in line with the escalation process.
• Identify cross sale opportunities for customers and implement the sales as well as position our products to customers.

Qualifications

Successful candidates should have/be;

• Excellent communication skills: verbal and written (experience in business/financial environment)
• Fluent in French; verbal and written (must requirement)
• Client focused – (Meet and exceed expectations)
• 1st Class Honours, 2nd Class Upper Degree or GPA of 3.4 and above