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Tuesday, February 3, 2015

Banking - Client Service Representative E

Department:

People & Change Ghana

Job type:

Permanent

Closing date:

06-Feb-15

Location:

Accra

Reference Number:

130-PEO00368
The Company
Be part of a company that offers you a career, not just a job. With a wide range of employment options and business areas to choose from, you are bound to find a perfect fit.
We share accountability with our employees and provide you with the best possible opportunities to learn and grow. We are breaking new ground with our innovative thinking and challenging our employees to think differently and develop into the thought leaders of the future. The foundation of our success is in our entrepreneurial culture and the belief that our people are our single most important resource.
If you share our values of being:
 Helpful
 Effective
 Ethical
 Innovative
 Accountable
and you have one simple goal: to improve the lives of customers through simple, effective solutions that meet their needs, contact us today and join a winning team.
Roles & Responsibilities
This role is to provide the customers with excellent service by ensuring that they are served promptly, understanding their needs and processing their requests and also deliver individual results through personal effort and skill to build and maintain strong relationships with our internal and external stakeholders. Your specific roles are:
  • Drive significant growth and profitability in the context of cost management
  • Establish, align and manage target and budget goals whilst ensuring effective control of costs for a range of functional areas to increase cost efficiency.
  • Develop a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.
  • Build and maintain strategic relationships with internal and external parties to support the sales strategy.
  • Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant sales targets.
  • Translate strategies into actionable goals and execute relevant projects / initiatives aligned to strategic objectives with specific performance measures and control systems to track progress.
  • Monitor changes in legislation, regulations, initiatives and relevant industry practices.
  • Ensure drafting and implementation of appropriate interventions.
  • Ensure compliance with audit requirements.
  • Develop rigorous business cases to drive new, differentiated market growth strategies (e.g. new product and market development) as well as defensive strategies to maintain market share.
  • Track, control and influence sales and service activities with the specific aim to increase sales and service efficiencies
  • Develop materials and documentation including minimum standards, templates, guidelines, FAQ's and processes
Requirements
  • Relevant 3 year industry related degree or diploma
  • Minimum 4-5 year's Customer Care/ Call Centre environment experience
  • Experience of dealing with high level customer queries in a Customer Care environment. 
  • Judgement and Decision-Making
  • Persuasiveness / Selling Skills
  • Presentation and Facilitation
  • Verbal and Written Communication (inc. Listen
  • Building Relationships
  • Customer Service Orientation
  • Drive and Results Orientation
  • Excellence / Quality Orientation
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