Customer Service Officer job at Opportunity Bank

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Vacancy title:
Customer Service Officer

[ Type: FULL TIME , Industry: Banking , Category: Admin & Office ]

Jobs at:

Opportunity Bank

Deadline of this Job:
17 January 2022  

Duty Station:
Within Uganda , Kampala , East Africa

Summary
Date Posted: Thursday, January 13, 2022 , Base Salary: Not Disclosed


JOB DETAILS:
Reports to: Customer Service Supervisor
Job purpose:
The Customer Service Officer oversees and supports the marketing activities of the organization by performing specific duties to ensure the achievement of organizational goals by supporting the Marketing Manager in day to day marketing activities. Communicating with clients and customers about their experiences with a product or service, providing advice on purchasing products or service, answering client or customer questions on how to properly use or access a product or service, document customer feedback or concerns and resolve their issues within agreed timelines.

Key Result Areas:
Customer care and service
• Ensure an effective and professional image to the customer and an accurate portrayal of business strategies across all social media platforms.
• Manage customer queries and resolve their complaints,
• Organize and implement client relations including client satisfaction surveys and client development activities.
• Monitor and compile periodic reports of all compliments and complaints and maintain a register thereof.
• Answer customer inquiries via phone, email, and in-person
• Direct customers to online channels
• Pitch ideas for improving customer service to management.
• Create and maintain reports about customer interactions.
• Participate in Bank and team-building activities.
• Make recommendations to management to improve customer experience.

Social Media Management
• Respond to customer queries on all bank social media channels.
• Document customer feedback received in an excel template
• Support in generating social media reports

Generation of New Business
• Support branches in bringing new business by reviewing and supporting the branch’s local marketing strategy.
• Actively participate in sales management including education of frontline staff and clients on company’s lending and banking products and services, market and customer research activities.

Strategic Planning and Business Strategy
• Work with Marketing Manager in the Design, implement, and facilitate the development of annual marketing plan for the bank.
• Plan and administer the bank’s Sales & Marketing Operations budget, support development of branch marketing budgets, branch opening, and promotions.

Product and Business development
• Support the Marketing Manager in organizing business development activities and the bank’s product branding i.e. selling the brand, branch promotions and campaigns.
• Human Resources Management
• Actively participate in appraisals, team meetings and meeting your self-development needs
• Encourage teamwork and sharing best practices amongst all staff

Occasional Duties
• Stand in for the Supervisor
• Participate in Customer Care trainings
• Training of staff in basic marketing and sales skills in conjunction with HR

Qualifications & Experience
• Bachelor’s degree from a recognized University
• First-hand experience in social media and demonstrated interactions on social media platforms such as Linked-in, Twitter, Facebook & Instagram.
• At least 2 years’ experience in a customer-oriented business organization.
• Familiar with the news business and experienced in public relations, marketing, design and branding.

Personal skills and abilities
• Digital Marketing Skills
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication, presentation skills and interpersonal skills
• Analytical skills
• Innovation and entrepreneurial skills
• Planning and organization
• Good knowledge of Microsoft Office and Windows-based computer applications
• Ability to multitask, prioritize and manage time effectively
• Conflict Resolution skills

Behavioral Characteristics
• Self-starter, highly motivated, passionate, result oriented, able to work autonomously as well as part of a group, resilient and hardworking, able to work under pressure.

Education Requirement: No Requirements

Job Experience: No Requirements

Work Hours: 8

Job application procedure
Opportunity Bank is an equal opportunity employer. All qualified candidates are encouraged to apply, regardless of disability, gender, marital status, religion and ethnicity. Interested candidates should send their signed application letters together with their curriculum vitae not later than 5pm on Monday 17th January 2022 to [email protected]  


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