Branch Customer Experience Officer
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Customer Experience Management
- Ensure all walk-in customers and prospects are promptly and courteously attended to while maintaining a welcoming and conducive branch environment.
- Handle all customer complaints queries and requests from initiation to resolution ensuring timely updates on CRM.
- Conduct regular spot checks to ensure service quality standards are consistently met.
Process & Service Quality
- Take ownership of quality and timely processing of client requests queries and policy-related issues.
- Ensure compliance with KYC guidelines and company procedures in daily operations.
- Upload daily call-over to maintain minimal error rates and ensure data accuracy.
- Contribute to continuous improvement of business processes and systems infrastructure.
Business Development & Retention
- Generate leads and referrals through customer interactions.
- Promote the organizations products and services to drive adoption and customer engagement.
- Handle negotiations and interventions for customer retention in case of complaints or churn risk.
Reporting & Follow-Up
- Prepare and submit daily weekly and monthly reports on branch activities customer interactions and key performance indicators.
- Follow up on all deliverables and escalations to ensure timely resolution and achievement of results.
Team Support & Capacity Building
- Ensure branch staff have optimal working tools for service delivery.
- Facilitate staff training on product knowledge and service standards.
- Champion and embed a customer-centric culture across the branch and regional teams
- Bachelors degree in business administration Marketing Social Sciences or related field.
- 24 years of experience in customer service relationship management or branch operations (preferably in financial services).
- Proficiency in CRM tools and MS Office Suite.
- Ability to work under pressure while maintaining professionalism and empathy
Required Experience:
Unclear Seniority
Key Skills
- Computer Hardware
- Corporate Paralegal
- CNC
- Lab Technology
- Air Pressure Handling
About Company
Asset & Resource Management Company Limited (ARM) was founded in 1994 as an asset management firm.We provide a broad range of unique wealth creation services by offering traditional asset management services as well as alternative investments through our private funds business. ARM cu ... View more
