Description

ABSA Bank Uganda is hiring a Contact Centre Agent to provide excellent service to all customers through provision of product information, real time resolution of customer queries, complaints, handling and identification of customer needs through leads generation.

General Working Conditions/Inherent Requirements

• Frequent Visual, listening concentration, sitting, telephone & computer usage
• The job involves shift work where all advisors maybe required to work in varying shifts (24/7) on rotational basis to a maximum of 48Hours per week in any cycle of shifts scheduled.
• Will be required to conform to schedule adjustments based on business needs.
• Observe requirements and obligations under the workplace health and safety practices.

Key Duties and Responsibilities:

Inbound Calling:

• Own the resolution of customer queries by responding to their requests at the first instance using all the bank’s systems available.
• Log all calls received on the query management system (BOC) indicating customer and query details as required. Ensure that calls logged correspond to calls received (number of calls) daily.

Outbound Calling:

• Based on a database provided, and a formalized script, call Customers as requested so as to support the business in achieving its goals
• Collate customer responses to all questions pertaining to out-bound calling, log to BOC/ complete the Excel sheet and submit to the Contact Centre Team leader/MI team as per laid down procedures.

Social Media:

• Own the resolution of customer requests, queries & complaints by responding to their requests at the first instance using all the bank’s systems available.
• Log all complaints received on the query management system (BOC) indicating customer and query details as required. Ensure that all customer issues are logged and correspond to in a timely manner to improve and maintain the response time and response rate.

ATM Monitoring:

• Monitoring of both Onsite and offsite ATMs throughout the week including Saturdays, Sundays and Public Holidays 24 hours a day seven days a week.
• Monitoring time is from 9:15am to 5:15pm for weekdays and 9:15am to 4:15pm on weekends and public holidays. **Discrepancies picked during the monitoring are brought to the attention of the ATM custodians for further investigation or for their action.
• Send a status report to all the relevant stakeholders. This is subject to review as per business needs

Customer Instructions:

• Receive customer account amendment and update forms to ensure customer requests, queries & complaints by responding to their requests at the first instance using all the bank’s systems available.
• Ensure that all forms are completed and signed, and all required documents have been communicated to the customer in time to improve the overall customer experience
• Validate all documents received by proper ID & V and scan through Sybrin to the account maintenance team

Managing Customer Complaints:

• Ensure that all the details pertaining to customer complaint is obtained from the customer, log all required details into the bank’s complaint management system (BOC) and follow up for resolution of all complaints that can be resolved at First Point of contact.

Identification of Sales Leads:

• When receiving calls from customers or potential customers requesting information on the bank’s products identify the product requirement and the branch a customer would choose to deal with. Arrange for the in-branch Customer Advisor to contact the customer and follow-up whether this has been done at the agreed time.

Email Queries/Digital Requests/ Others:

• Any other duties assigned by the Team Leader/Centre Manager
• Action digital requests i.e., BIR, Hello money within SLA.

Qualifications, Skills and Experience:

Bachelor’s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)

Technical Skills/Competencies

• Effective communication Skills (Oral & Written capabilities)
• Telephone Etiquette
• Negotiation Skills
• Interpersonal Skills
• Creative Problem-Solving Skills
• Decision Making Ability
• Multi-tasking
• Trouble Shooting
• Technical Inclination
• Planning Skills
• Active listening
• Speed & Efficiency

Behavioral Qualities

• Assertive
• Initiative
• Perseverance
• Attention to detail
• Team Player
• Friendly
• Integrity
• Reliability
• Courteousness
• Helpfulness
• Flexibility

Knowledge & Expertise

• Customer service knowledge
• Multilingual
• High level of Computer literacy
• Language proficiency and writing skills

• Own the resolution of customer queries by responding to their requests at the first instance using all the bank’s systems available.
• Log all calls received on the query management system (BOC) indicating customer and query details as required. Ensure that calls logged correspond to calls received (number of calls) daily.
• Based on a database provided, and a formalized script, call Customers as requested so as to support the business in achieving its goals
• Collate customer responses to all questions pertaining to out-bound calling, log to BOC/ complete the Excel sheet and submit to the Contact Centre Team leader/MI team as per laid down procedures.
• Own the resolution of customer requests, queries & complaints by responding to their requests at the first instance using all the bank’s systems available.
• Log all complaints received on the query management system (BOC) indicating customer and query details as required. Ensure that all customer issues are logged and correspond to in a timely manner to improve and maintain the response time and response rate.
• Monitoring of both Onsite and offsite ATMs throughout the week including Saturdays, Sundays and Public Holidays 24 hours a day seven days a week.
• Monitoring time is from 9:15am to 5:15pm for weekdays and 9:15am to 4:15pm on weekends and public holidays. **Discrepancies picked during the monitoring are brought to the attention of the ATM custodians for further investigation or for their action.
• Send a status report to all the relevant stakeholders. This is subject to review as per business needs
• Receive customer account amendment and update forms to ensure customer requests, queries & complaints by responding to their requests at the first instance using all the bank’s systems available.
• Ensure that all forms are completed and signed, and all required documents have been communicated to the customer in time to improve the overall customer experience
• Validate all documents received by proper ID & V and scan through Sybrin to the account maintenance team
• Ensure that all the details pertaining to customer complaint is obtained from the customer, log all required details into the bank’s complaint management system (BOC) and follow up for resolution of all complaints that can be resolved at First Point of contact.
• When receiving calls from customers or potential customers requesting information on the bank’s products identify the product requirement and the branch a customer would choose to deal with. Arrange for the in-branch Customer Advisor to contact the customer and follow-up whether this has been done at the agreed time.
• Any other duties assigned by the Team Leader/Centre Manager
• Action digital requests i.e., BIR, Hello money within SLA.

• Effective communication Skills (Oral & Written capabilities)
• Telephone Etiquette
• Negotiation Skills
• Interpersonal Skills
• Creative Problem-Solving Skills
• Decision Making Ability
• Multi-tasking
• Trouble Shooting
• Technical Inclination
• Planning Skills
• Active listening
• Speed & Efficiency
• Customer service knowledge
• Multilingual
• High level of Computer literacy
• Language proficiency and writing skills

• Bachelor’s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)