Workatele

Call Centre Agent at Development Bank of Rwanda, Kigali, Rwanda

Development Bank of Rwanda

Call Centre Agent at Development Bank of Rwanda, Kigali, Rwanda

Development Bank of Rwanda

Full time Job

Date Posted: February 24, 2025

Application deadline:

Expired on: March 9, 2025 5:00pm

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Job description

Main Responsibilities of the Job
• Answer inbound customer calls, manage inquiries, and provide solutions to customer
issues or requests in a professional and timely manner.
• Make outbound calls as required for follow-ups, surveys, or initiative-taking customer
outreach.
• Provide clear, accurate, and comprehensive information to customers regarding
products, services, policies, and procedures.
• Maintain a high standard of customer service to ensure customer satisfaction and
loyalty.
• Escalate complex issues or unresolved complaints to the appropriate supervisor or
department for further assistance.
• Ensure that all customer interactions are managed with empathy and professionalism,
aiming to achieve first-call resolution whenever possible.
• Accurately log and update customer details, inquiries, and resolutions in the CRM
system or relevant databases.
• Adhere to company policies, procedures, and service level agreements (SLAs) while
managing customer inquiries and interactions.
• Follow proper protocols for handling sensitive customer data and information in
compliance with data protection and privacy laws.
• Report any recurring issues, complaints, or customer trends to supervisors or relevant
teams for follow-up action.
• Assist with conducting customer satisfaction surveys or follow-up calls to ensure
issues have been resolved satisfactorily.
• Collaborate with other call centre agents and departments to ensure a seamless and
positive customer experience.
• Participate in team meetings to discuss performance, challenges, and best practices
for improving customer service.
• Share knowledge and insights gained from customer interactions to support team
development and service enhancement.
• Participate in ongoing training and professional development opportunities to improve
skills, product knowledge, and customer service techniques.
• Stay informed about new products, services, or changes in company policies that may
affect customer interactions.

Professional, academic qualifications and experience
• High School Diploma or General Education Development (GED), associate degree or bachelor’s degree in business administration, Communications, Customer Service, or a related field.
• 1-2 years of experience in a customer service role, preferably within a call centre
environment or similar fast-paced service setting.

Application deadline:

Expired on: March 9, 2025

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