FNB
Service Specialist D – IRC168171
at Zambia, Lusaka, Zambia in FNB Zambia Corporate
Ends 03 May 2019
purpose
To provide excellent customer service through multiple channels (face to face, telephonic, internal, external, etc) by facilitating query resolution, processing customer request and managing customer’s expectations.
experience and qualifications
- Grade 12, Relevant Diploma Computer Literacy.
- 0 to 1 years in customer service.
responsibilities
- Drive significant growth and profitability in the context of cost management.
- Deliver exceptional service that exceeds customer and stakeholder’ expectations through proactive, innovative and appropriate solutions. Manage SLA’s with internal and external service providers.
- Engage with the customers in a professional way as specified in the service standards.
- Ensure customers’ needs and expectations are understood.
- Process the customers’ requests in an efficient and effective way.
- Resolve all customer queries efficiently, and within agreed timelines.
- Build and maintain relationships with internal and external parties to support the business strategy.
- Maintenance of expert knowledge on product including pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
- Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information and systems relevant to the customer query/request.
- Comply with governance in terms of legislative and audit requirements.
- Track, control and influence business activities with the specific aim to increase sales and service efficiencies.
- Manage own development to increase own competencies.