CONTACT CENTRE OPERATOR – Botswana Savings Bank

Core Accountabilities and Responsibilities

Customer Service:
• Handle inbound and outbound customer calls, emails, chats, and social media inquiries in a professional and courteous manner.
• Assist customers with their banking needs, including account inquiries, transaction details, product information, and problem resolution.
• Address customer complaints and escalate issues to the appropriate department when necessary.

Problem Resolution:
• Investigate and resolve customer issues promptly and accurately, ensuring a high level of customer satisfaction.
• Provide accurate information and solutions to customer queries regarding account balances, transaction status, loan applications, and other banking services.
• Follow up on unresolved issues to ensure timely and effective resolution.

Sales and Promotion:
• Identify customer needs and recommend appropriate bank products and services, such as savings accounts, loans, credit cards, and online banking.
• Conduct outbound calls to inform customers about new products, services, and promotions.
• Achieve sales targets and contribute to the overall success of the contact Centre.
• Ability to analyze and interpret data for decision making and improved customer experience.

Compliance and Security:
• Adhere to all bank policies, procedures, and regulatory requirements, including those related to data protection, anti-money laundering (AML), and know-your-customer (KYC) regulations.
• Verify customer identities and ensure the security of customer information during all interactions.
• Report any suspicious activities or potential security breaches to the appropriate authorities.

Documentation and Reporting:
• Maintain accurate records of customer interactions, including inquiries, complaints, and resolutions.
• Prepare and submit regular reports on contact Centre activities, customer feedback, and performance metrics.
• Assist in the development and improvement of contact Centre processes and procedures.

Team Collaboration:
• Work collaboratively with colleagues and other departments to ensure seamless customer experience.
• Participate in team meetings, training sessions, and performance reviews to enhance skills and knowledge.
Share insights and feedback with team members and management to improve

Qualifications:

Diploma in Marketing, Sales, Fonance or related field.

Experience:

At least one year experience in a sales or customer facing role.

Competencies:

Customer service
Product and organisational knowledge
Problem solving skills
Etiquette, communication and interpersonal skills
Attention to detail
Active listening
Good judgment