AB Bank Zambia is looking for two Contact Centre Officer’s who are ready to take up an exciting challenge in a fast-paced environment of a growing Bank and are willing to meet deadlines and work with state-of-the-art tools. As a Contact Centre Officer you will provide day to day support in the operations of the Contact Center department, and you shall report to the Contact Center Manager.

Among other responsibilities, you will be expected to:

• Attending to customer queries, questions, and comments through various platforms (calls, social media and Websites).
• Resolve customer complaints and issues.
• Document all client interaction information according to standard operating procedures.
• Sell and promote Bank products and services.
• Monitor customer trends based on customer interactions and recommend improvement actions to  management.

Your Minimum Qualifications and Competencies should be:

• A minimum of a diploma in a Business related course.
• Minimum 1 year experience in a customer service position.
• Experience in a Contact Centre managing inbound and outbound calls.
• Experience in managing customer queries via social media.