Customer Service Officer (“CSO”)

A Reputable Microfinance Company

Customer Service & Support

1 month ago

Job Summary

The objective of this role is to attract potential customers by answering product and service question; suggesting information about other products and services, process orders, prepare correspondences and fulfil customer needs to ensure customer satisfaction. You are also expected to manage the banking hall professionally in order to enhance customer satisfaction and provide excellent service standard and maintain high customer satisfaction.

  • Minimum Qualification:Degree
  • Experience Level:Mid level
  • Experience Length:3 years

Job Description/Requirements

Financial Perspective: 

  • Cross sell the company’s products/services to potential and existing customers.
  • Ensure total Client satisfaction at all times and by all staff within and across all branch network.
  • Develop and ensure that all KYC standards are fully complied with at all times in every aspect and line of duty.
  • Professionally ensure that the Banking hall is kept comfort of all visitors, clients and other stakeholders of the company.
  • Re-activate dormant accounts.


Operational Efficiency:

  • Responsible for serving customers by providing products and service information and resolving products and service problems.
  • Responsible for all account opening and enquiries from customers at the branch and also resolving all account opening queries.
  • Handle all general enquiries at the bank whilst maintaining high level of professionalism and service standards.
  • Expected to resolve all complaints from customers by determining the cause of the problem and selecting and explaining the best solution to solve the problem, expediting correction or adjustment and following up to ensure resolution.
  • Handling of all store items, requisitions from store and keeping proper records.
  • Receiving of outgoing and incoming mails/letters on behalf of the Company.
  • Sending of well wishes (birthdays and festivities) to customers as and when required.


Behavioral Competencies:  

  • Excellent interpersonal skills
  • Good communicator
  • Attention to detail and disciplined
  • Self-driven, results oriented with a clear focus on high quality and business profit.
  • Open-minded, a progressive thinker, a listener and an individual who is comfortable with participation from fellow employees
  • Effective people management skills.


Key Performance Indicator: 

  • Customer retention
  • Business volume growth rate: deposits and loans
  • Revenue growth
  • Cost Management
  • Customer satisfaction levels


Knowledge: 

  • Good communication
  • Excellent Customer Service / Relationship Management capabilities
  • Good negotiation /presentation skills
  • Good oral and written communication skills
  • Commercial awareness, initiative and the ability to work as part of a team
  • Knowledge & understanding of loans and deposits products.
  • Good products knowledge
  • Interpersonal Skills
  • Self-motivated

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