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Customer Experience Officer Private

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Employment Opportunity

A reputable Commercial Bank in Zambia is seeking to recruit self-motivated, enthusiastic and innovative persons to fill the following position(s):


Reporting to Head-Customer Experience, s/he will perform the responsibility of:

  • Managing and monitoring the customer experience function to ensure consistent high service delivery bank wide
  • Assist in developing winning service initiatives that enhance the customer’s experience bank wide like monthly publications, messages on special anniversaries etc
  • Identify processes that inhibit excellent service delivery for improvement
  • Coordinating work with other functional areas in the bank in order to enhance the customer’s experience
  • Provide regular & proactive communication with customers and informing them of regulatory changes and other internal changes, which affect the operation of their account using technology as well as other sources
  • Delivering excellent service at all touch points thereby leading to increased revenue growth through customer satisfaction, loyalty and referrals.
  •  Perform other duties as assigned by the Head, Customer Experience

Qualification and Skills:

  • Good first degree any relevant discipline.
  • Minimum of 3 year’s related experience in Total Quality Management, at least 2 years’ experience in a Bank/Financial Institution

Required Knowledge, Skills and Abilities

  • Excellent customer relationship development/management
  • Quality Management
  • Service quality Management
  • Business process skills
  • Creative and innovative
  • Presentation Skills
  • Ability to manage multiple tasks
  • Telephone Etiquette
  • Superior product knowledge
  • Database Management

Please clearly indicate the job title in the subject of your email and use your full name and the job you are applying for as the filename of your application.  Applications should consist of your cover letter and CV only, in a single document. Hand delivered or posted applications will not be accepted. The closing date for accepting applications is 20th September 2021. Only short listed candidates will be contacted.

All applications should be e-mailed to:

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