Overview

We are looking for an enthusiastic and dedicated customer experience specialist to enhance our customer experiences. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services. Also known as CX specialists, customer experience specialists provide potential and existing customers with exceptional services. They identify customer needs, respond to customer queries, and collaborate with internal departments to optimize customer services and brand awareness.

To ensure success as a customer experience specialist, you should exhibit in-depth knowledge of customer engagement channels and experience in a similar industry. A top-notch customer experience specialist will be someone whose expertise results in excellent customer relationship management and a positive brand image.

Key Functions

Service Delivery

• Log all calls in respect of queries, indicating the customer and query details as required.
• Act upon telephone calls according to urgency and importance, escalating to manager/team as appropriate
• Responsible for responding to all routine mails, internal/external requests for administrative information.
• Dispatch mail and other documentation from the Unit to recipients within and outside the bank, ensuring timely delivery and confidentiality
• Timely handling of all customer data amendment and cancelation
• Distribution of sales aids (Welcome and fulfilment packs, renewal notices, etc)

Governance

• Understand the appropriate Group and BA Policies & Standards applicable to the role.
• Identify each customer in accordance with procedures as set out prior to releasing any information or performing any action on their account.

Quality

• Achieve operational rigour excellence in all aspects of activities, processes and procedures undertaken to ensure a satisfactory audit.

Social Responsibility

• Participate in local events to support local needs, develop individual and team skills to raise the Bank’s profile in the local community.
• Agree performance development objectives with the Head of Unit

Partnership

• Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, best practice and providing constructive feedback as required.

Job Requirements

• Competencies/Skills/Knowledge
• A bachelor’s degree in marketing, communications, advertising, business management, or in a related field preferred.
• At least 2 years’ experience as a customer experience specialist, or a similar customer support role.
• Excellent Communications skills especially both verbal and written
• High degree of social skills when dealing with a range of people and situations
• Problem Solving skills
• Good organisation and time management skills
• High degree of competence and facility with Word, Excel, PowerPoint, etc Work Experience
• Good experience of office management/admin