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Dahabshil Bank
Officer, Call Center (2 Positions) – Hargeisa, Somaliland
| DBI JOB ADVERT | |
| Dahabshil Bank International (DBI) is a young bank operating under Sharia Principles and licensed by the Central Banks of Somalia and Somaliland. The bank’s primary markets are in Somalia and Somaliland with its headquarters in Hargeisa, Somaliland. It combines world-class technology driven products and services with highest ethical standards of Sharia banking to offer cutting edge financial and banking services to its diverse customers ranging from the public sector international organizations, corporations, and a growing MSME, sector. The bank recently set up a call center unit dedicated to ensuring its customers have the information and assistance they need. | |
| POSITION (s) | Officer, Call Center |
| REPORTING TO: | Manager, Call Center |
| DUTY STATION | Hargeisa, Somaliland |
| Supervisory Responsibility | None |
| Grade | G1 (Entry level) |
| Number of Positions | Two |
| SUMMARY OF THE
POSITION: |
Answering customer telephone calls and logging calls into the Service Dispatch computer system, to ensure maximum efficiency in respect of addressing customer requestsand maintain the bank’s positive reputation. They often have the following responsibilities: |
| KEY RESPONSIBILITIES AND ACCOUNTABILITIES | |
| PRINCIPLE RESPONSIBILITES | · Ensuring that all calls are answered in a prompt and professional manner.· Using on-line systems to access data and answer customer queries within pre-determined service times.
· Entering customer requests/queries on-line. · Documenting and distributing clear, concise and appropriate technical support material to customers as required. · Liaising with other internal areas to provide answers for customers. · De-escalate situations involving dissatisfied customers, offering patient assistance and support · Escalating more complex customer enquiries to Helpdesk Operators and second level support to Technical Specialists and/or Customer Service Engineers. · Escalating ongoing technical problems to the Product Specialist and Management. · Liaising with agents on customer queries and complaints. |
| EXPERIENCE& EDUCATIONAL | Education, Preferred Qualifications& Experience· Bachelor’s degree Business Administration, IT, Economics or equivalent.
· Minimum 6 Six months experience in Customer Service. · Proficient in English and Arabic language |
| KNOWLEDGE, SKILLSAND ABILITIES
|
· Ability to multi-task and operate in a fast-paced, deadline-oriented environment· Strong organizational and time management skills
· Must be self-motivated, adaptable, and demonstrate initiative in difficult circumstances · Proven ability to identify problems and work to successful resolution · Strong interpersonal, verbal and written communication skills · Possess a strong customer-centric mindset · Intermediate to knowledge of general banking, including understanding of bank products, services is a plus. |
If you meet the requirements as stipulated above, please email your application letter accompanied with a detailed CV in PDF format to hr.admin@Dahabshilbank.com on or before 24February 2022 12:00 PM.
Kindly write Application for Call Center officer in the subject line.
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To apply for this job email your details to hr.admin@Dahabshilbank.com