Customer Experience Officer

Role Purpose:

Customer Experience Officer acts as the central point of contact for all internal/external Customer Service Experience support services

 Key Result Areas & Duties:

• Handles all customer interactions via multiple channels including E-mail, SMS and phone calls (hotline)
• Handle all requests from branches on operational issues and challenges by promptly acting on them directing them to concerned Departments for processing/resolution and following up on them if a need be
• Handle product enquiries and provides insights to business/marketing initiatives based on customer interactions
• Follow up on customers’ recap and delinquency, as well as account performance (savings)
• Sell the bank’s products to existing as well as new customers
• Manage all channel back-office issues (new branch registration, pin reset, customer profile upgrade etc.)
• Perform any other duties as required or requested by the Supervisor, Head of Department or Managing Director, related to your appointed position.
• Generate reports from collected data for management information which is to be used to raise the standard of service and decision making.