Botswana Savings Bank: Contact Centre Operator
Job Title: Contact Centre Operator
Location: Botswana
Closing Date: Open until filled
Reference Number: RBS002
Overview
A leading financial institution is seeking a dynamic and customer-focused Contact Centre Operator to join its team in Botswana. The ideal candidate will be responsible for delivering exceptional customer service, resolving inquiries, promoting banking products, and ensuring compliance with banking regulations. This is an excellent opportunity for a motivated individual with a passion for customer interaction and a drive to contribute to a high-performing team.
Key Responsibilities
Customer Service:
- Respond to inbound and outbound customer calls, emails, chats, and social media inquiries with professionalism.
- Assist customers with account-related queries, transaction details, product information, and issue resolution.
- Manage and escalate customer complaints appropriately.
Problem Resolution:
- Investigate and resolve customer issues promptly and accurately.
- Provide reliable information regarding account balances, loan applications, and other services.
- Conduct follow-ups on pending issues to ensure closure.
Sales and Promotion:
- Identify customer needs and recommend suitable bank products such as savings accounts, loans, and online services.
- Make outbound calls to inform customers of new offerings.
- Meet sales targets and contribute to the overall growth of the contact centre.
- Analyze customer data to improve service delivery and customer satisfaction.
Compliance and Security:
- Comply with all internal policies and legal regulations, including AML and KYC.
- Ensure the confidentiality and security of customer data during interactions.
- Report any suspicious or non-compliant activities.
Documentation and Reporting:
- Record all customer interactions, complaints, and resolutions accurately.
- Generate and submit performance reports and customer feedback summaries.
- Contribute to process improvements in the contact centre.
Team Collaboration:
- Collaborate with team members and other departments to ensure a seamless service experience.
- Participate in meetings, training, and development initiatives.
- Share insights and feedback to enhance team performance.
Requirements and Skills
Qualifications:
- Diploma in Marketing, Sales, Finance, or a related field.
Experience:
- Minimum of one year in a sales or customer service role.
Competencies:
- Strong customer service orientation
- Knowledge of banking products and procedures
- Excellent problem-solving abilities
- Professional communication and interpersonal skills
- High attention to detail
- Active listening and good judgment
Application Process:
Interested candidates who meet the above criteria are encouraged to apply. Applications will be reviewed on a rolling basis until the position is filled.