Job Description 
Job Title: Customer Experience Advisor
Reports to: Manager Call Centre

Position Summary:
To provide a one stop support to customers both internally and externally. Offer first call resolution assistance to customers ensuring timely complaint and query handling, follow up and resolution of issues raised while complying with all set standards and guidelines.

Duties and Responsibilities:

• Receive customer queries through any contact channel, acknowledge and respond quickly within set SLA and quality standards.
• Complete customer security check for all queries and complaints.
• Log and capture all interactions using designated bank systems for escalation, action review and productivity assessment.
• Use the escalation process to ensure queries get resolved within the set and agreed SLA.
• Prepare reports within stipulated timelines
• Proactively communicate identified risks and opportunities while handling customer queries and complaints.
• Actively monitor, contact customers and verify the authenticity of Visa transactions to curb fraud.
• Actively monitor ATM and channel availability, contact support staff, report and ensure appropriate escalations of ATM related issues arising.
• Support Quality Assurance in soliciting customer feedback.  Make mystery shopping calls to frontline staff as assigned by the Quality Assurance Officer
• Offer first line support to Agents and customers regarding Agent Banking issues.
• Execute approved business and support requests to communicate to customers by mail, phone, sms within SLA.
• Generate sales and digital leads from queries received at the call centre.
• Sales leads generated.
• Reduce cost to serve through Customer signups on digital, reductions in call dropped rates and waiting/handling and redundancy times.

Experience, Skills, and Qualifications:

• Bachelor’s degree in any relevant field.
• Must have credits in math and English at O level
• Comprehensive knowledge of the bank’s products and services
• Tech-savvy and able to use the digital and social platforms independently; able to navigate computer systems easily.
• Ability to communicate fluently in English & any Ugandan language will be an advantage
• Excellent communication and social skills. Enjoys helping others
• Good telephone handling skills with a clear speaking voice
• Ability to build rapport with the customer, good writing ability, able to write with ease and efficiency.
• Ability to work well in a team.

Interacts/Interfaces with:

1. Direct

• Branches/Units/Relationship Managers (RM)
• E-Banking team
• Operations Service Management
• Quality Assurance
• All departments’ Customers

2. Indirect:

• Outbound Call Centre Agents