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Job Description:
DB/ Vacancy- 0119/23
- Job Summary
The Customer Experience Officer is responsible for monitoring the Bank’s customer service experience against agreed targets and standards to improve the overall customer experience. In addition, the role holder is responsible for assessing the quality of service delivery across all customer touch points and follow-up to ensure corrective actions are taken for comments and complaints.
Academic & Professional Qualification
- Bachelor Degree in Marketing, Business Administration Management and/or related fields.
- Job Requirements:
- Experience
- At least four (4) years’ post qualification experience similar role in a bank or service oriented organization.
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 and experience in modern sales and marketing practices in financial services industry.
- Networking skills to effectively leverage on relationships that will enhance customer acquisition and retention.
- Ability to identify and interpret consumer and market trend analysis.
- How To Apply:
- 1. Interested and qualified applicants should apply through
2. Applicants should fill all the details on the vacancy application form and make sure you submit after completing all the questions.
3. Finally, please scan all relevant credentials (Uploading relevant credentials that verifies educational qualification, work experience licenses, certifications …. etc which are stated on the application form /CV).