CALL CENTER

Reporting Line

TEAM LEADER AGENTS SERVICE SUPPORT

LocationDRC Head Office

DepartmentCUSTOMER EXPERIENCE UNIT

Number of openings
1

Job Purpose

Candiates must be in Katanga at the time of application as the role is based in Lubumbashi. The Contract is Fixed Term for 2 years.

The Contact Centre Agent is responsible for handling customer interactions efficiently and professionally across multiple channels, including calls, email, social media and live chat. The role ensures that customer enquiries, requests, applications, suggestions and complaints are addressed accurately, promptly and in accordance with the Bank’s policies and Contact Centre procedures.

Principle Responsibilities

• Respond to customer enquiries, requests and complaints through telephone, email, social media and live chat, providing accurate and professional responses in line with Contact Centre guidelines.

• Record and maintain accurate customer interaction records in the Contact Centre system to support reporting, monitoring and timely follow-up.

• Process and follow up on customer requests and product or service applications received through the Contact Centre, ensuring timely resolution and service delivery.

• Escalate complex or unresolved customer enquiries to the appropriate supervisor or relevant department for further assistance.

• Maintain a strong knowledge of the Bank’s products, services, branch and outlet locations, and applicable service requirements to provide accurate information to customers.

• Maintain clear and complete records of customer interactions in accordance with established procedures.

• Adhere to Contact Centre schedules, service standards, operating procedures and performance requirements.

• Demonstrate the Bank’s values and commitment to service excellence in every customer interaction.

• Build positive and sustainable customer relationships by demonstrating empathy, active listening and a willingness to go the extra mile.

• Identify recurring customer issues and provide relevant feedback to supervisors and the Customer Experience team to support continuous service improvement.