Contact Center Agent

Contact Center Agent

Place of work- Addis Ababa

DB/ Vacancy-0025/23

Job Summary

• The Contact Centre Agent is responsible for receiving customer calls, address concerns or quires via phone or social media platforms.  In addition, the role holder is responsible for prioritizing customer issues to resolve or escalate to the Senior Contact Center Agents to ensure that quality customer service is maintained at all times with the established service standards

Academic & Professional Qualification

• Bachelor’s degree in Marketing Management, Business Administration, Management, Accounting, Banking, finance or related fields.    
• Fluency in English (speaking and writing) is required.

Experience

• At least four (4) years’ relevant experience

Behavioral Competency

·         Interpersonal and cross-cultural skills, including ability to build collaborative relationships with sensitivity to diversity/inclusion.

·         Creativity and innovation skills.

·         Action oriented.

·         Quality focus and attention to detail.

·         Professionalism and integrity in line with Dashen Bank values.

·         Good oral and written communication skills.

·         Critical and analytical thinking and problem solving skills.

·         Personal motivation and drive exhibited through commitment to hard work, continuous improvement and achievement of goals.

·         Good customer relationship management skills (internal and external customers)

·         Risk awareness and focus - demonstrates understanding of risk management practices, standards and regulatory requirements.

Required Technical Competency

·         Knowledge of customer relationship and service quality management.

·         Good understanding of customer care service standards or benchmarks.                                                                                                                                                                                             Knowledge of Banking product and and services.                                                                                                                                                                          

·         Knowledge of customer relationship and service quality management.

·         Knowledge and experience in modern sales and marketing practices in financial services industry. 

·         Technical skills to effectively perform Contact Centre activities/tasks in a manner that consistently produce high quality of service.

·         Project management skills.