Essential Function

• Develop and implement customer service policies and procedures;

• Maintain an orderly workflow according to priorities define and communicate customer service standards;

• Responsible to improve customer service experience, create engaged customers and facilitate organic growth;

• Establishes a channel for collecting customer feedbacks & reflect up on the feedbacks collected such as establish and manage customer free call-center;

• Conduct customer satisfaction survey for every customer group;

• Continuously monitors branches performance with respect to customer service;

• Assesses relevant customer, competitor and industry insights to help define strategies to improve client experience and grow deposits;

• Take ownership of customers issues and follow problems through to resolution across the bank;

• Conduct regular services reviews with clients to promote efficiency, look for service improvements and seek for further business opportunities;

• Review and track customer complaint and resolution and report to EMT;

• Participate in recruitment process, mentor and develop customer service representatives and nurture an environment where they can excel through encouragement and empowerment;

• Keep ahead of industry’s developments and apply best practices to areas of customer service improvement;

• Review and assess customer service contract oversee the achievement and maintenance of agreed customer service levels and standards;

• Ensure the necessary resources and tools are available for quality customer service delivery;

• Handle complex and escalated customer service issues;

• Identify and implement strategies to improve quality of service, productivity and profitability;

• Establish a system and provide training in the area of communication, one-to-one marketing, product knowledge, customer handling skill’s etc. to achieve sales targets and promote various banking services to customers;

• Serve as a client advocate to drive internal departments to deliver the best in class services to clients;

• Responsible for implementation and refinement of different professional banking services, formulation of workflows, continuous monitoring and enhancement of services quality and pledges;

• Undertake other related activities assigned by the supervisor.

Job Requirement

• Education and Qualification

  • BA/MBA in Business Management, Economics, Marketing Management, Accounting & Finance, Banking & Finance, Management, and any other related fields with 8.5/6.5 years of experience in relative fields, preferably in banking industry, of which at least 2 years as a relevant Senior officer position. Skill on computing, supervisory & team building, analysis.

Place of Work:  Addis Ababa

How to Apply

• Only short listed candidates will be communicated

  • The Bank has the right to cancel the post advertised

  • Interested applicants fulfilling the above requirements are invited to submit their applications only online through THIS LINK until September 22, 2024.

  Enat Bank S.C

  Human Capital Management Department Telephone: – 0115522835

  Women applicants are highly encouraged