BRAC Ghana Savings and Loans Customer Service Jobs in Accra
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BRAC Ghana Savings and Loans Ltd (BGSL), is a socially responsible for-profit organization, engaging people, especially women in sustainable economic and income generating activities Ghana. Our mission is to provide a range of financial services responsibly to people at the bottom of the pyramid. BGSL is part of BRAC International Holdings B.V (BIHBV) which operates in seven countries across Africa and Asia.
Job Description
Duty station: Accra
PURPOSE
The frontline representative of the Digital Transformation Department, responsible for delivering exceptional customer service to our target market. S/He will handle inquiries, provide information, and assist clients/staff in navigating our financial products, services and applications.
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MAJOR RESPONSIBILITIES
- Handle inbound and outbound calls, emails, and chat messages from rural/poor women/clients with professionalism and empathy.
- Address inquiries, resolve issues, and provide information about our financial products and services. Strive to provide the best quality service to clients on field and at the branch office.
- Develop a deep understanding of our financial products, services, and processes to effectively assist clients.
- Stay up to date with product updates and changes.
- Identify and troubleshoot clients’ issues or concerns, escalating complex problems to the appropriate departments when necessary.
- Ensure timely resolution and follow-ups.
- Educate clients on using our digital and mobile banking platforms, promoting financial literacy, and explaining the benefits of our services.
- Maintain accurate records of client interactions and transactions.
- Generate reports on client inquiries and feedback for management review.
- Gather client feedback and insights to help improve our products, services, and customer experience.
- Perform telemarketing duties as and when campaigns are identified.
- Collaborate with team members to share best practices and ideas for continuous improvement.
Safeguarding responsibilities
- Establish a safeguarding culture across all levels of the programme by implementing the safeguarding policy. Act as a key source of support, guidance and expertise on safeguarding for establishing a safe working environment.
- Responsible to ensure team members are appropriately trained, supported and have access to resources regarding issues that are identified and actioned in accordance with the safeguarding policy and procedure.
- Follow the safeguarding reporting procedure in case any reportable incident takes place, encourage others to do so.
Required Skills or Experience
EXPERIENCE (Including sector/industry)
- At least 1 year working experience in a similar role
- Call/Contact Centre Experience
- Knowledge in application Microsoft Word, Microsoft Excel.
- Tech savviness
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KNOWLEDGE, SKILLS & COMPETENCIES
- Tech savviness
- Strong analytical and problem-solving abilities.
- Proficiency in data management and analysis tools.
- Attention to detail and accuracy in data processing.
- Knowledge of IT systems and software.
- Adaptability to changing technologies and workflows.
- Effective communication and interpersonal abilities.
- Detail-oriented with strong problem-solving skills.
- Ability to work well under pressure and meet deadlines
SPECIFIC EDUCATIONAL/PROFESSIONAL QUALIFICATIONS
Degree Concentration / Major: Customer Management, IT
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