Background

BPR Bank Rwanda Plc (BPR) is a dynamic financial institution dedicated to providing exceptional banking services to our customers. As one of the largest players in the industry, we prioritize customer satisfaction, innovation, and employee development. We are currently seeking highly motivated individuals who share in our vision to create change in Rwanda’s financial sector to join our dynamic team.

Job Purpose

To promptly and conclusively offer support to all to Contact Centre in terms of resolving queries and complaints that need further investigations in the Bank.

Main Responsibilities

• Plan and execute impactful events and sponsorships.
• To be available and able to respond in a prompt, friendly, supportive helpful and timely manner to all customers who contact BPR (via telephone, email, web, or written communication, etc)
• Analyze, investigate and follow up on customer complaints/issues to full closure in liaison with responsible Units, while keeping Customers regularly updated.
• Actively represent the customer throughout the organization, highlighting trends, suggesting and implementing improvements and feeding back to team mates.
• Provide customers with fast, accurate, relevant and useful information regarding all aspects of the KCB Group Products and Services in line with the Customers feedback.
• Ensure that all customer queries, problems and complaints are fully resolved within the team as a ‘One Stop Shop’ service.
• Use sound judgment and take decisions that will meet customer expectations while striving to achieve win/win outcome for the Customer and the Bank.
• Provide support to all touch-points and Customer Service Units in the bank (Branches, Head Office Units and subsidiaries) to meet Customer expectations.
• Update all customer records in CRM.
• Providing Customers with service/product offers/alternatives and ensuring closure.
• Strive to continually improve personal performance in order to achieve individual, team and departmental SLA’s and KPI’s.

Daily Responsibilities

• Reading and familiarizing with all banks ‘circulars and any other internal communication.
• Logging in to CRM all calls received/made & follow up on the resolutions of all the calls received once escalated to other departments.
• Responding to customers queries through all the medium assigned.
• Conducting third party escalations and liaisons. (IT, CPC, Card centre, Branches, subsidiaries other business/support units).
• Adhering to assigned schedules.

Educational qualifications and work experience

• Bachelor's level degree in any business- related field.
• 1 years Minimum experience in Customer facing role.
• 2 years Minimum experience in Having worked in a civil engineering company, property valuation or any close related field.

• Plan and execute impactful events and sponsorships.
• To be available and able to respond in a prompt, friendly, supportive helpful and timely manner to all customers who contact BPR (via telephone, email, web, or written communication, etc)
• Analyze, investigate and follow up on customer complaints/issues to full closure in liaison with responsible Units, while keeping Customers regularly updated.
• Actively represent the customer throughout the organization, highlighting trends, suggesting and implementing improvements and feeding back to team mates.
• Provide customers with fast, accurate, relevant and useful information regarding all aspects of the KCB Group Products and Services in line with the Customers feedback.
• Ensure that all customer queries, problems and complaints are fully resolved within the team as a ‘One Stop Shop’ service.
• Use sound judgment and take decisions that will meet customer expectations while striving to achieve win/win outcome for the Customer and the Bank.
• Provide support to all touch-points and Customer Service Units in the bank (Branches, Head Office Units and subsidiaries) to meet Customer expectations.
• Update all customer records in CRM.
• Providing Customers with service/product offers/alternatives and ensuring closure.
• Strive to continually improve personal performance in order to achieve individual, team and departmental SLA’s and KPI’s.
• Reading and familiarizing with all banks ‘circulars and any other internal communication.
• Logging in to CRM all calls received/made & follow up on the resolutions of all the calls received once escalated to other departments.
• Responding to customers queries through all the medium assigned.
• Conducting third party escalations and liaisons. (IT, CPC, Card centre, Branches, subsidiaries other business/support units).
• Adhering to assigned schedules.

• Bachelor's level degree in any business- related field.
• 1 years Minimum experience in Customer facing role.
• 2 years Minimum experience in Having worked in a civil engineering company, property valuation or any close related field.