Customer Service Manager – Mogadishu

JOB ADVERTISEMENT: Customer Service ManagerPosition

MyBankLimited is an equal opportunity employer. Female candidates are strongly encouraged to apply.

We are hiring a number of customer Service Managers. Interested candidates are requested to submit their CVs immediately.

Customer Service ManagerJob Purpose:

Responsible for managing branch services including but not limited to customers onboarding and related KYC procedures, managing their non-cash service requests and handling their complaints.

Key Responsibilities:

• Oversee the branch’s overall service delivery excellence and its compliance with the applicable bank policies, procedures, and processes.
• Play a leadership role for the branch customer service assistants.
• Verify and approve clients’ requests processed by the branch customer service assistants.

• Keep branch customer service-related records before they are delivered to the archive unit.
• Make sure that all customers’ files are kept up-to-date and properly.
• Establish the root cause of customer dissatisfaction and complaints received through various channels including: Contact Centre, Service Excellence, info, social media, branch logs, telephone, verbal complaints, etc.
• Identify recurring complaints and perform a trend analysis on all issues brought to the department’s attention and review long range courses of action.
• Escalate and work with the relevant stakeholders to permanently resolve any issues brought to the department’s attention through any channel.
• Determine whether gaps exist and whether there is need to upgrade existing processes, systems, products, services, marketing practices and quality control activities.
• Propose enhancements to existing processes, systems, products, services, marketing practices and quality control activities, where necessary, and work with relevant process owners and stakeholders.
• Follow up with process owners and other stakeholders to ensure any changes and enhancements are implemented and communicated to users, as well as management
• Ensure that stakeholders conduct training of users, where necessary, for any enhanced or new processes, systems, products or services.

Qualifications, experience and skills

• A university degree in any field,
• Well-versed in the various banking processes, products and operations,
• Computer literacy
• 2 years’ experience in retail banking and customer service.
• Effective communication skills and fluency in the English language in addition to the Somali one.

How to Apply:

Forward a copy of your CV and a covering letter stating the role you are applying for to:  info@mybank.so

Closing Date: 15^thMarch 2020.

Please note only candidates who meet the minimum requirements will be shortlisted for interviews.