• To effectively resolve customer complaints and complex queries, ensuring a consistent and positive brand experience for Africa China Banking clients.
• This involves adhering to complaint management and dispute resolution processes to minimize reputational risk and customer attrition.
• B.Sc in Social Science or related field.
• Masters and Professional certifications can be an added advantage.
Experience:
• Mandarin speaking.
• 1 - 3 years of experience in Operations, Channel, Call Centre, Helpdesk -Service, Support, Project Implementation and management.
• Experience in telecommunications Support.
• Understanding of Stanbic IBTC’s products and services.
• Conceptual and practical knowledge of credit procedures, policies, and standards
• Computer literacy, particularly with Microsoft Word, Excel and Power Point
Behavioural Competencies:
• Adopting Practical Approaches
• Articulating Information
• Challenging Ideas
• Convincing People
• Exploring Possibilities
Technical Competencies:
• Banking Process & Procedures
• Customer Understanding (Consumer Banking)
• Product Knowledge (Consumer Banking)
• Active Listening
• Query Resolution