Job Description

A Multinational Financial Institution seeks the services of a Client Service Executive for their Head Office in Accra.

Responsibilities
CORE

• Maintain customer confidence and protect operations by keeping information confidential.
• Prepare reports by collecting and analyzing information.
• Secures information by completing database backups.
• Provides historical reference by developing and utilizing filing and retrieval systems, recording meeting discussions.
• Maintains professional and technician knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Ensure the working area is tidy and presentable, with all necessary stationery and material (e.g. pens, forms and brochures)
• Provide basic and accurate information in-person and via phone/email.
• Receive, sort and distribute daily mail/deliveries.
• Maintain office security by following safety procedures and controlling access via the Front desk (monitor logbook, issue visitor badges)
• Perform other clerical duties such as filing, photocopying, transcribing etc.

CUSTOMER EXPERIENCE

• Courteous handling of telephonic, e-mail, written correspondence and face-to-face enquiries with customers.
• Providing advice and assistance to customers regarding Izwe’s products and services.
• Prompt handling of customer complaints or questions such as refunds, settlements, statement requests and any other queries from customers.
• Keeping accurate records of discussions or correspondence with customers.
• Analyzing statistics or other data to determine the level of customer experience.
• Aiding in the continual development of customer service policies and procedures.
• Liaising with other managers to discuss possible improvements in customer experience.
• Responsible for any other duties as may be required by your relevant managers.

PRODUCT SUPPORT

• Participate in all business growth initiatives
• Responsible for cross selling all company products and service to customers.
• Understand the key benefits of all IZWE products and effectively communicate to customers
• Handle customer complaints and any other after sales services which may be applicable

PROCUREMENT AND ADMINISTRATION

• Dispatch of documents to and from branches
• Assist with stationery requests from Branches and Head Office
• Maintain office supplies inventory by checking stock to determine inventory level
• Verifying receipts/waybills of suppliers
• Filing of Admin Documents
• Assist in placing Job Ads on online platforms
• Assist with the supervision of Office Assistants
• Any other duties as assigned by Procurement and Admin Coordinator.

GENERAL

• Greet and welcome guests as soon as they arrive at the office.
• Direct visitors to the appropriate person and office.
• Answer, screen and forward incoming phone calls.

Required Skills or Experience

EDUCATIONAL REQUIREMENTS

• A bachelor’s degree in business or related filed preferred.

TECHNICAL

• One year experience in a similar role
• Proficiency in Microsoft Office Suite
• Hands-on experience with office equipment
• Professional attitude and appearance
• Solid written and verbal communication skills
• Multitasking and time-management skills, with the ability to prioritize tasks
• Customer service attitude
• Excellent communication skills.
• Excellent management and clerical skills.
• Accurate and fast worker.

PERSONALITY

• Good interpersonal skills.
• Neat and organized person.
• Positive attitude.
• Ability to be resourceful and proactive when issues arise