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Cooperative Bank of Oromia would like to invite qualified and interested Job seekers to Apply in the position of Customer Advisory Officer.
Posotion 1: Customer Advisory Officer
BA degree in Accounting /Management/Business Administration or any other related fields of study and three years of relevant banking or other customer service affiliated industries experience in customer contact operations/Customer Advisory Service.
Language: Proven proficiency of Afaan Oromoo, Amharic and English Languages is Mandatory.
Workplace: Head Office
Customer Experience Sub-Process
Registration place: Head Office, Human Capital Business Partner Sub-Process (Located at Finfinne City, Kirkos Sub City, Dambel City Center 4th Floor (Kindly use lift no.06))
Main Role and Responsibilities
Monitoring call center service
Greet customers warmly and ascertain problem or reason for calling
Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications
Work to standardize repeatable tasks and steps across multiple accounts within a team while providing coaching and mentoring to the junior team members.
Delivering a comprehensive service to enquiring customers
Manage and monitor all activities of a call center on a daily basis.
Ensure customer inquiries are answered promptly.
Assist and support call center staff in handling customer traffic.
Schedule and monitor all call center activities.
Hiring, training, coaching, and leading call center representatives as they provide support for customers.
Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
Ongoing coaching and development of the team
Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
Assisting other management team members in identifying trends and establishing call center goals.
Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Documenting processes and logging technical issues, as well as customer compliments and complaints.
Identifying customer needs and taking proactive steps to maintain positive experiences
Call listening and giving feedback to Agents on how they can improve.
Able to speak clearly with a pleasant tone of voice during communication with customers over the telephone,
Good communication skills and the ability to build rapport with the customer,
Proficiency and navigation skills around a PC and ability to browse for information over the internet,
Ability to use the keyboard at ease in entering data into the Call Center system,
Knowledge and understanding of end-to-end banking operations,
Knowledge of banking industry practices and banking products and services,
Able to listen to customers in an empathetic manner,
Ability to understand customers’ concerns very quickly and work towards addressing them,
Excellent interpersonal skills, Proactive, results-oriented, confident, energetic, and able to work under pressure with a positive attitude,
Excellent approach toward client satisfaction when it comes to customer service,
Excellent problem-solving, analytical, and decision-making abilities are required.
Excellent organization, report-writing, presentation, and planning abilities
Able to earn others’ trust and respect through consistent honesty and professionalism in all interactions,
Able to promote cooperation and commitment within a team to achieve goals and deliverables,
Able and willing to proactively identify the needs of both internal and external customers and work towards fulfilling or exceeding those needs,
Able to display an ongoing commitment to learning and self-improvement; desiring and trying to acquire new knowledge or skills for work,
Able to understand and respect cultural values and diversity within and outside the bank’s environment
Effective communication and interpersonal skills.
Being calm under pressure, emotionally intelligent, and having self-control,
Ability to solve problems very quickly effectively,
Ability to see things in detail (Paying Attention to the details),
Ability to coach junior staff and willingness to share knowledge,
Ability to think out of the box, and
As per the Bank’s salary scale and benefit scheme
Terms of employment: Permanent after probationary period
Application Deadline: August 26, 2022
How to Apply:
Interested applicants who fulfill the above criteria can submit their copies of non-returnable CV with the application letter and copy of credentials; including copy of grade 8 ministry certificate and other supportive documents. Applicants should appear in person within original documents within five consecutive working days from the date of announcement, only shortlisted applicants will be communicated for further process.