Commercial Client Care – Douala
ECOBANK CAMEROUN S.A
Douala, Littoral, Cameroon
·03 Feb. 2023
·Unspecified
·Trade - Sale - Distribution
·Sales Representative
Description
ECOBANK CAMEROUN S.A. is recruiting (01) Commercial Client Care
Ready to work across the national territory.
The position is based in Douala
Job Grade : 3C
Job Level : 4
Missions / Responsibilities / Activities
JOB PURPOSE
- To ensure coordination of all Commercial client customer care / support issues in order to improve service delivery and maximize revenues
- To ensure post-sales implementation of Electronic Banking, collections, payments, liquidity management and trade solutions
- To act as an interface between the client and internal teams for efficient service delivery of all
- Commercial Bank products
- To ensure all post transactions requirements are compliance: Apurements, Defferal, …
- To be proactive in order to anticipate on customer service issues and provide adequate solution
- To handle customers’ requests, enquiries and complaints related to the delivery and usage of Electronic Banking, Cash Management, Trade, Supply Chain Management and Loan products for
- Commercial Bank customers in the most efficient and cost-effective way using appropriate technology and tools whilst identifying and resolving service gaps
- To formulate recommendations to business Head to enhance service delivery and customer service quality
- To ensure that all manual/electronic instructions or transactions received from clients are duly authenticated and processed as per SLA
- To ensure speedy and accurate resolution of all customers’ complaints as per SLA
- To work with Commercial team to ensure that customers needs are identified and met
- To maintain a daily log of all enquiries and customer complaints
- To perform periodic customer satisfaction survey
- To achieve key customer satisfaction indicators set by Group Commercial Bank Head
- To generate daily, weekly and monthly client care activities reports
- To work with Commercial Banking Products team to assist with the implementation of Electronic
- Banking Cash Management and Trade solutions including developing customer training materials, operating procedures, etc.
- To ensure that requirements for product / service implementation are provided by customers
- To ensure that all subscription forms are completed, and related service contracts duly signed
- To ensure that all cash management & trade related transactions (transfers, cash & cheque deposits, bills discounting, avalized bills, LCs opening, documentary collections, guarantees, etc.) are processed with speed and accuracy as per SLA
- To ensure that monthly subscription fees and transaction fees are debited from customers’ accounts as per agreement
- To maintain a log of all issues experienced by clients related to products usage
- To generate weekly customer service issues report
- To ensure all interactions (via letters or emails) with customers are well protected and conserved
- To ensure all correspondences received or sent in the Unit are well directed and the responses sent within the required SLA
- Understand and live with bank values and CX principles
Job Requirements
- Degree in Banking, Marketing, Economic or related field of study.
- 1 to 2 years of previous experience required.
- Knowledge of banking products and operations, trade products, deposits, and other liability instruments.
- Highly self-motivated& detail oriented.
- Bilingual speaking (English/ French) is an advantage
- Maintain close relationship with Commercial Banking Products and IT & OPS teams to ensure optimum
- client service;
- Follow up on clients to ensure that solution sold and implemented match customer’s expectations;
- Initiative and problem-solving skills (searching for client information and analyzing needs to better serve customers);
- Strong Sales, Customer Focus and continuous interface;
- Strong interdepartmental and interpersonal skills, written and verbal skills as well as high customer service ethic and responsibility;
- Cooperative working style and strong communication skills are required, in order to develop and
- maintain effective working relationships both externally and internally, with colleagues on the ground in the affiliate.
- Result driven team player;
- Well organized and structured person.
- Strong integrity, flexible, and sensitive to client culture
- Ability to work under pressure, multitask and meet tight deadlines
- Pro-activity and creativity
Applicant profile
» Experience Level: Medium
» Years of work experience: Between 1 year and 2 years
» Minimum Education Level: Bachelor's Degree
» Years of work experience: Between 1 year and 2 years
» Minimum Education Level: Bachelor's Degree
Application Documents
» Lettre de Motivation
» Curriculum Vitae
» Curriculum Vitae
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