JOB DETAILS:
Reports to: Head of Marketing, Communications & Public Relations
Department: Marketing Department
Job Summary: Responsible for managing the entire customer service function across the Bank, ensuring high quality and effective end-to-end customer experience
Key Responsibilities:
• Manage key customer service processes, including customer interaction models, complaint management, and performance metrics.
• Benchmark best practices to enhance customer satisfaction and loyalty.
• Oversee compliance with regulatory and risk-related requirements in customer management.
• Develop customer incentive programs to ensure loyalty and high service standards.
• Implement strategies to increase service quality and efficiency.
• Responsible for Customer service trainings and internal staff engagement activities across the bank fostering a culture of service excellence.
• Conduct Customer satisfaction Surveys, Mystery shopping and Net promotor Score surveys.
• Build and motivate a high-performance team.
• Provide leadership in service quality and operational excellence.
• Conduct root cause analysis of customer…
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