Customer Services Assistant – Bayport

Main purpose of the Job

Interact with customers, telephonically or via mail, to attend to requests and queries, with the objective of understanding the customer needs, identifying and advising on a solution. The incumbent must be aligned to the company’s vision of contributing to customer retention and enhancing the customer experience

 

 

Main Duties and Responsibilities

Develop Sales Strategy

  • The Customer service assistant attends to all aspects of customer servicing, including account management functions, i.e. loan cool off, outright settlement, cancellations, restructure, refunds, insurance claim and manual receipting.
  • When a customer logs a request, the officer must be able to identify which process he/she needs to initiate to resolve the customer’s query or request.

  • Will play an active role in upholding customer service standards by responding promptly to customers as per Bayport customer Service policies, procedures and guidelines.
  • Escalate customer issues to line manager if not in a position to resolve the query amicably.
  • Receive, record and channel queries from all Bayport branches to the relevant departments and ensure they are all resolved within stipulated turnaround times.
  • Create timely reports to Head of Customer Service on all customer related issues.
  • Play an active role in upholding Bayport’s customer service standards.


Academic Qualifications & Experience

  • Diploma in Business Management
  • At least 2 years customer service experience in a financial sector/call centre/ or mass market industry.

Skills and Competencies

  • Excellent computer skills (Microsoft Word, Excel, Power point) with the ability to grasp skills quickly to work on other platforms
  • A solid understanding of the industry, business processes and software to service customers.

Closing date and application instructions

Interested applicants are encouraged to submit a comprehensive application complete with curriculum vitae, to jobs@bayport.co.bw no later than 30th November 2017.