The Senior Contact Center Agent is responsible for ensuring that the contact center operates as efficiently as possible to handle all customer issues and inquiries in a timely manner while maintaining high productivity standards. In addition, the role holder is responsible for the day-to-day operations of the contact center and agents, ensuring that the bank's expectations are met.

Place of work- Addis Ababa

Job Requirements

Academic & Professional Qualification

• Bachelor’s Degree in Business Administration, Marketing Management, Management or related discipline from a reputable university.

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

Experience

• At least five (5) years’ of relevant experience in in Sales/Customer service role.

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.

•  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.                                                                                                                               Project management skills.

How to Apply

1. Register using 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 and attach all relevant credentials i.e. Uploading relevant credentials that verifies educational qualification, work experience licenses, certifications …. etc which are stated on the application form /CV shall be attached in PDF format (*mandatory) through THIS LINK

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

·         *Applicants should clearly indicate the cluster they want to apply in their CV/ on the forms link.

·         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.