Deadline of this Job: 22 September 2022
Overall Job Purpose
The Customer Service Manager will be responsible for supporting the customer service function within Mortgage Business & HFDI aimed at raising the standard of service and creating uniformity in service delivery.He /She will monitor the quality of service provided across the various channels and liaise with relevant departments for improvement. The role holder will also ensure excellent customer service standards and maintain high customer satisfaction through quick resolution and escalation of customer queries in order to ensure customer retention.
Principle Accountabilities
• Deploying strategies focused towards achieving the organizational and departmental goals.
• Systematic monitoring and reporting of channel performance and impact on customer experience.
• Create uniformity in service delivery and develop accountable skills to ensure championing of customer voice.
• Maintain documentation regarding employee performance and meet with employees periodically to discuss progress toward work goals.
• Monitoring efficiency of channel performance (including tools) and impact on service delivery.
• Regularly obtain customer feedback to gauge impact of initiatives around service improvement in the assigned areas.
Deadline of this Job: 22 September 2022 Overall Job Purpose
The Customer Service Manager will be responsible for supporting the customer service function within Mortgage Business & HFDI aimed at raising the standard of service and creating uniformity in service delivery.He /She will monitor the quality of service provided across the various channels and liaise with relevant departments for improvement. The role holder will also ensure excellent customer service standards and maintain high customer satisfaction through quick resolution and escalation of customer queries in order to ensure customer retention.
Principle Accountabilities
• Deploying strategies focused towards achieving the organizational and departmental goals.
• Systematic monitoring and reporting of channel performance and impact on customer experience.
• Create uniformity in service delivery and develop accountable skills to ensure championing of customer voice.
• Maintain documentation regarding employee performance and meet with employees periodically to discuss progress toward work goals.
• Monitoring efficiency of channel performance (including tools) and impact on service delivery.
• Regularly obtain customer feedback to gauge impact of initiatives around service improvement in the assigned areas.
Overall Job Purpose
The Call Center Agent will be responsible for providing a first line support to service and resolution to bank customer queries through the allocated support lines on call as well as respond to queries via email, social media and letters while ensuring that all the processes and procedures are adhered to.
Principle Accountabilities
• Receiving inbound customer calls and handling as per laid down procedures and observing call quality while raising Service Requests for escalations of issues that require further investigation.
• Daily on-boarding of customers as per laid down procedures and observing call quality.
• Manage customer queries received via alternative channels such as emails, letters, calls Facebook, Instagram, LinkedIn, Twitter and handling them as per laid down procedures and observing contact quality. The officer should have a solid understanding of how each social media channel works and how to optimize content so that it is engaging on those channels
• Pursue the achievement of business growth targets via selling and cross-selling of the Bank’s products and services through lead generation.
• Contribute to product development and improvement through continuous feedback analysis collected by logging calls & correspondence.
Deadline of this Job: 28 September 2022
Customer Experience Agent - Lead Logistics
Key Responsibilities:
• Meeting client specific KPIs without any failure and ensuring smooth execution of the end-to-end shipment by working closely with customers and internal stakeholders
• Improve Customer Satisfaction by driving operation excellence and improving/ managing customer expectations and actively building strong relationships with customers and gain an understanding of their business, service needs, drivers and desires
• Be the primary point of contact for customers and act as an advocate for the customer internally
• Proactive communication with customer in case of exceptions
• Query Resolution with Shippers/ Customers/ Key Account Managers - ensure timely resolution and response to customers
• Responsible for cross sell/upsell and customer retention - identify and execute upselling opportunities
• Work with the KAMs/ Commercial team to establish and strengthen customer relationships
Deadline of this Job: 25 September 2022
Key Responsibilities:
• Meeting client specific KPIs without any failure and ensuring smooth execution of the end-to-end shipment by working closely with customers and internal stakeholders
• Improve Customer Satisfaction by driving operation excellence and improving/ managing customer expectations and actively building strong relationships with customers and gain an understanding of their business, service needs, drivers and desires
• Be the primary point of contact for customers and act as an advocate for the customer internally
• Proactive communication with customer in case of exceptions
• Query Resolution with Shippers/ Customers/ Key Account Managers - ensure timely resolution and response to customers
• Responsible for cross sell/upsell and customer retention - identify and execute upselling opportunities
• Work with the KAMs/ Commercial team to establish and strengthen customer relationships
• Maintain CM1 through cost avoidance during the 'file' lifecycle, reducing cost for trucking costs and eliminating BL amendments to avoid extra fees
• Sending complete invoicing requests to GSC FACT team on time
• Workflow attendance
• Follow up on the outstanding bookings and query resolution
• Manage the customer outstanding payments - following up on outstanding customer payments regularly and ensure invoices are sent on time to clients, also reporting late payments to clients to avoid late settlement of their invoices
Other Vacancies
Deadline of this Job: 28 September 2022Key Responsibilities:
• Meeting client specific KPIs without any failure and ensuring smooth execution of the end-to-end shipment by working closely with customers and internal stakeholders
• Improve Customer Satisfaction by driving operation excellence and improving/ managing customer expectations and actively building strong relationships with customers and gain an understanding of their business, service needs, drivers and desires
• Be the primary point of contact for customers and act as an advocate for the customer internally
• Proactive communication with customer in case of exceptions
• Query Resolution with Shippers/ Customers/ Key Account Managers - ensure timely resolution and response to customers
• Responsible for cross sell/upsell and customer retention - identify and execute upselling opportunities
• Work with the KAMs/ Commercial team to establish and strengthen customer relationships
• Maintain CM1 through cost avoidance during the 'file' lifecycle, reducing cost for trucking costs and eliminating BL amendments to avoid extra fees
• Sending complete invoicing requests to GSC FACT team on time
• Workflow attendance
• Follow up on the outstanding bookings and query resolution
• Manage the customer outstanding payments - following up on outstanding customer payments regularly and ensure invoices are sent on time to clients, also reporting late payments to clients to avoid late settlement of their invoices
Other Vacancies
Deadline of this Job: 30 September 2022