Job Description

We Are Hiring
CUSTOMER EXPERIENCE AGENT X2

Duties and Responsibilities

Key Responsibilities
Manage multiple phone lines simultaneously, ensuring no calls are missed Answer incoming calls, actively listen and route based on the caller's needs and the directory.
Accurately record and relay messages for staff members who are unavailable.
Facilitate
communication between departments and ensuring messages are relayed accurately and promptly.
Provide basic troubleshooting assistance for product or service issues.
Administer outbound call campaigns as per business requirements for retention, cross sell and upsell and closing of leads generated through other touch points.
Generate weekly and monthly sales as per set targets, per product and service.
Generate referrals from engagements made with customers.
Set appointments for presentation with customers who would like to know other NMB bank products and services
Gather customer sentiment and customer feedback the bank's products and services.
Generate reports on call volume, issues encountered, and resolutions for management review.
Maintain clear records of the interaction with customers by logging tickets in the system.

Qualifications and Experience

Competence Profile
Excellent communication skills.
Excellent telephone etiquette
Excellent trouble shooting skills
Emotional Intelligence
Excellent customer service
Pays attention to detail
Ability to multi-task

Qualification and Work Experience
Degree in Marketing or any commercial subjects
Customer Experience Certification
Minimum 2 years' operating in a relevant or similar role Fluent in Ndebele, English and Shona