Amal Bank is looking for Customer Care Specialist – Garowe, Somalia

Amal Bank is looking for Customer Care Specialist – Garowe, Somalia

Job Description :

Company : Amal Bank

Location : Garowe – Somalia

Closing Date: 26 April 2019

To: applicant@amalbankso.so

 

Amal Bank :

Amal Bank is an equal opportunity employer and offers a competitivecompensation package commensurate with qualifications and experience.

Please submit a detailed cover letter and résumé no later than April 26, 2019

Job purpose :

The Customer Care Specialist is an expert on the product or service offered by Amal Bank/Amal Express and is responsible for efficiently and effectively addressing customer concerns/inquiries and maintaining a high customer support services at the HQ level. He/she is also responsible for liaising with other Customer Care Specialists at the Branch level.

 

Key Duties & Responsibilities :

• Provide excellent customer care through phone and live chat, as well as written email communications ;
•  Review customer complaints and inquiries and take appropriate action ;
• Document all interactions with customers either digitally or physically ;
• Track Amal Express metrics and issues in order to create and present weekly,monthly and annual reports (timely and accurately) to management ;
• Supervise and support Customer Care Specialists at the branch level and follow-up on issues and inquiries not solved at the branch level ;
• Assist Diaspora customers and Amal Express agents with a broad range of issues from accounts opening, balance inquiries, transaction requests, account statements, investment products/opportunities, mobile banking, online banking and more ;
• Act as the contact person for customers and investors of special projects and portfolios ;
• Take and answer all inbound/outbound calls and respond to emails from customers and agents who are calling on behalf of customers ;
• Become professionally familiar with all Amal bank’s departments, policies products, and services ;
• Perform day-to-day administrative tasks such as maintaining information filesand processing paperwork ;
• Ensure customers and agents are provided with complete and accurate information or solution to bring about a positive outcome ;
• Build and maintain a strong and professional relationship with customers and agents to achieve goals and ensure customer satisfaction ;
• Prepare reports, maintain records, and use them as a tool to build information for decision-making ;
• Keep abreast of and become proficient in Amal Bank’s product features,benefits, and requirements.

 

Qualification, Education and work experience :

• MBA/PGD ;
• 3 years of related work experience ;
• Knowledge of native Somali and good English Language.

 

Knowledge and skills :

•  Detail-oriented individual with excellent writing and oral communication skills both Somali and English ;
• Strong data analysis skills ;
• Customer service oriented and a quick learner ;
• Natural listener and multitasker person ;
• Ability to work on multiple assignments and meet deadlines by setting priorities with jobs/assignments ;
• Proficient with computers, spreadsheet software programs and calculators ;
• Strong interpersonal skills with the ability to establish and maintain effective working relationships with staff, customers and agents ;
• Amal Bank is an equal opportunity employer and offers a  package commensurate with qualifications and experience ;
• Please submit a detailed cover letter and résumé no later than April 26, 2019 To: applicant@amalbankso.so.