Organization: Centenary Bank
Duty Station: Kampala, Uganda
Reports to: Call Centre Quality Assessors
Centenary
Bank is the leading Commercial Micro Finance Bank in Uganda serving over
1,300,000 clients (a quarter of the banking population) in 58 branches spread
countrywide. We are one of Uganda’s top three financial organisations,
employing more than 1,900 people. Joining Centenary Bank is an opportunity to
use your skills and experience in tackling real world problems.
Job Summary: The Call Centre Officer will mainly receive,
resolve, and log all customer complaints that come through the entire call
centre platforms in line with Centenary Bank’s set standards.
Key Duties and Responsibilities:
- Manage all customer complaints and queries on
social media platform with the timelines set in the service standards - Manage all customer issues that arise from
the bank mail platform within the accepted timeline as set in the service
standards - Manage customer complaints and quires arising
from the back office engagements and ensure all complaints are closed
within 24hrs and customer feedback given - Handle all calls received from the toll free
line as per accepted TAT in place - Keenly monitor the up time for ATMS service
related issues and escalate to closure - Actively participate in internal and external
surveys as per the call centre Plan - In charge of filing and data achieving
Qualifications, Skills and Experience:
- The ideal candidates for the Centenary Bank Call
Centre Officer jobs should hold Bachelor’s Degrees in Social Sciences,
Business Administration and any other relevant field from a recognised
institution - A minimum of two years’ experience in a call
centre - Proven ability to communicate in a number of
local languages - Computer literacy with good knowledge of MS
applications - Excellent written and verbal communication
skills - Demonstrate high level of integrity
- Customer focused with good selling skills
- Excellent interpersonal and problem solving
skills - Good team player with high levels of
flexibility
All
candidates who desire to join Centenary Bank should send their applications by
following the instructions below; downloading an application form for
employment, download
here, filling it and enclosing an application letter, Curriculum Vitae
(CV) with three professional referees and copies of academic
testimonials/certificates and send the application to:
General
Manager Human Resources, Centenary Bank, P.O. Box 1892 — Kampala, Uganda.
Note:
While we thank all applicants for your interest. Only shortlisted applicants
will be contacted. Only shortlisted applicants will be contacted.
Deadline: 24th February 2016 by 5:00 pm
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