- To effectively resolve customer complaints and complex queries, ensuring a consistent and positive brand experience for Africa China Banking clients.
- This involves adhering to complaint management and dispute resolution processes to minimize reputational risk and customer attrition.
- B.Sc in Social Science or related field.
- Masters and Professional certifications can be an added advantage.
Experience:
- Mandarin speaking.
- 1 - 3 years of experience in Operations, Channel, Call Centre, Helpdesk -Service, Support, Project Implementation and management.
- Experience in telecommunications Support.
- Understanding of Stanbic IBTC’s products and services.
- Conceptual and practical knowledge of credit procedures, policies, and standards
- Computer literacy, particularly with Microsoft Word, Excel and Power Point
Behavioural Competencies:
- Adopting Practical Approaches
- Articulating Information
- Challenging Ideas
- Convincing People
- Exploring Possibilities
Technical Competencies:
- Banking Process & Procedures
- Customer Understanding (Consumer Banking)
- Product Knowledge (Consumer Banking)
- Active Listening
- Query Resolution