Senior Contact Centre Agent

Place of work- Addis Ababa

Job Summary

• The Senior Contact Center Agent is responsible for responding to customer requests/inquiries via social media platforms (Facebook, Twitter, LinkedIn, etc.), providing online chat support, evaluating customer issues and complaints, and providing appropriate solutions or escalating the issue to the concerned work units in the Bank. In addition, the role holder is responsible for ensuring quality customer service is maintained as per the established service standards at all times by taking care of escalated customer enquiries from Contact Centre Agent and making continuous follow-ups to resolve customer issues.

Job Requirements

Academic & Professional Qualification

• Bachelor’s degree in Marketing Management, Business Administration, Management,  Accounting, Banking, finance or related fields.

• Professional qualification(s) in Customer Service or Marketing e.g. CIM

• Fluency in English (speaking and writing) is required.

Experience

• At least five (5) years’ relevant experience

Behavioral Competency

• Interpersonal and cross cultural skills, including ability to build collaborative relationship with sensitivity to diversity/inclusion.

• Creativity and innovation skill

• Action oriented

• Quality focus and attention to detail

• Professionalism and integrity in line with Dashen Bank Values

• Good oral and written communication skills

• Personal motivation drive exhibited through commitment to hard work, continuous improvement and achievement of goals.

• Good customer relationship management skill (internal & external)

• Risk awareness and focus-demonstrates understanding of risk management practice, standards and regulatory requirements.

Required Technical Competency

• Knowledge of customer relationship and service quality management.

• Good understanding of customer care service standards or benchmarks.   

• Knowledge of Banking product and and services.                                                                                                                                                                    

• Ability to lead, influence and drive change initiatives in support of business strategies within the department/unit.

• Knowledge of customer relationship and service quality management.

• Knowledge and experience in modern sales and marketing practices in financial services industry.     

• Technical skills to effectively perform Contact Centre activities/tasks in a manner that consistently produce high quality of service. 

                                                                                                                                                                                         

How to Apply

1. Interested and qualified applicants should apply through THIS LINK

2.   Applicants should fill all the details on the vacancy application form and make sure you submit after completing all the questions.

3.   Finally, please scan all relevant credentials (Uploading relevant credentials that verifies educational qualification, work experience licenses, certifications …. etc which are stated on the application form /CV and submit it through THIS LINK

3. Login to ethiojobs vacancy application website and attach the scanned documents in PDF format (*mandatory).

NB. *Applicants who do not have ethiojobs account need to register using personal email account,

      *CV‘s shall not be more than 3 pages and saved in PDF format (mandatory

NB: - Dashen Bank does not charge a fee at any stage of the recruitment process. Hence, if you are asked for any please refuse. Female applicants are highly encouraged to apply