Customer Experience Officer X 03 (Commercial Bank)

Job description

Description:

Job Purpose

The Customer Experience Officer will be responsible for improving customer satisfaction by handling complaints, analyzing feedback, and supporting initiatives that enhance the customer journey. Support the development and implementation of customer feedback systems and service recovery strategies. Work closely with front-line staff to uphold high service standards and improve the overall customer journey. Be responsible for evaluating customer interactions and service quality through mystery shopping, customer surveys, and branch visits. Assessing customer service standards, gathering feedback via telephonic surveys, and conducting branch visits to ensure compliance with customer experience guidelines.

Discover more
bemconsult
Brilliance Executive Management
Communication
communication
communications
Brilliance Executive Management Consultancy
communication skills
Internship programs Zambia
Relocation assistance packages
Public speaking courses

Summary of Key Responsibilities: 

Conduct mystery shopping visits (physical and digital) to assess service quality at branches.
Evaluate customer handling, staff behavior, process adherence, and service gaps.
Promote and cross-selling banking product.
Attend to customers personally where necessary and provide feedback on customer’s needs and complaints.
Assist in supervising deposits counter services operations.
Supervision and control of daily physical cash balancing.
Ensuring all cash registers and records are properly written-up.
Serve customers by exchanging, receiving and paying out cash at counter.
Attend to opening of accounts and ensure documentation is in order.
Prepare detailed reports with actionable recommendations for service improvement.
Conduct telephonic surveys to assess customer satisfaction and gather feedback.
Ensure accurate documentation of survey responses and analyze trends to identify areas for improvement.
Share insights with relevant stakeholders for service enhancement.
Conduct branch visits to evaluate customer service standards, facility cleanliness, and staff performance.
Ensure adherence to customer experience guidelines and report any deviations.
Provide feedback and recommendations for improving customer interactions and service delivery.
Maintain records of mystery shopping assessments, survey feedback, and branch visit findings.
Collaborate with internal teams to address customer experience issues and drive improvements.
Present periodic reports to management with insights and suggestions for service enhancement.

Required Skills and Competencies

Strong communication skills
Good analytical skills
Problem solving skills
Good conflict-resolution skills
Confident, Pleasant personality and friendly.
Interpersonal skills.
Excellent verbal and written English.
Ability to build a good relationship with customer
Primary Areas of Accountability:

Qualifications and Experience

Bachelor s degree in Business, Marketing, or a related field.
Minimum 2-3 years of experience in a customer-facing role, customer experience, operations, digital banking support in a Commercial bank or Microfinance Institution
Proven Banking Operations Knowledge
Ability to conduct surveys, analyze data, and generate reports
Willingness to travel for branch visits and conduct on-site evaluations

QUALIFIED & EXPERIENCED FEMALES ARE ENCOURAGED TO APPLY FOR THIS POSITION

If you meet the hiring requirements for the position, please email your CV in Ms Word and Cover Letter clearly stating your salary expectations to: jobs@bemconsult.com & Cc bemconsult8@gmail.com   

Note that, all communications will be kept in the strictest of confidence. If you do not receive communication within 21 working days of the closing date of the advert, please consider your application unsuccessful.