Customer Experience Officer, ANSA Bank Limited

Job Summary:

The Customer Experience (CX) Officer focuses on improving customers’ experiences throughout the company and assists teams that handle customer experience-related tasks. These tasks include optimizing customer support and drafting CX strategies for management to implement.

Job Description:

• The management and maintenance of Case Management System – Query Portal
• Collaborate with internal departments to optimize customer services and brand awareness.
• Tracking customer experiences across online and offline channels, devices, and touchpoints.
• Aligning customer experience strategies with marketing initiatives
• Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
• Acquire and maintain knowledge of the Bank’s products/services and policies to capitalize on possible business opportunities.
• Analyzing customer feedback and preparing reports.
• Support the successful implementation of CX initiatives.
• Assist in discussions with stakeholders to imbed customer experience related expansions and enhancements and participate in CX projects.
• Documenting processes and logging technical issues, as well as customer compliments and complaints.
• Maintain the confidentiality of customer information and report any unusual occurrences or fraudulent activity to the Supervisor or Manager.
• Perform other duties assigned by the Supervisor or Manager from time to time.

Education and Experience Requirements:

• Undergraduate Degree in Business Administration, Social Science or related studies.
• Minimum of 2 years’ customer service/client services experience.
• Proficient in Microsoft Word, PowerPoint and Excel
• Customer service focused.
• Ability to use initiative and work independently.
• Good analytical and critical thinking skills