Manager, Customer Service

 (2 positions)

The Position

Reporting to the Branch Manager, the role will be responsible for managing and monitoring 

customer service delivery in the branch in order to recommend and implement solutions that 

meet customer expectations with the aim of driving service excellence.

Key Responsibilities

 Provide seamless, timely, accurate and responsive service to customers.

 Drive internal customer service at the branch e.g. SFT, SSP, Product Knowledge etc.

 Manage customer relationship to enhance business growth through crosses selling,

          revenue collection and cost management as well as drive customer education

 Opening of accounts and ordering of all the operative tools e.g. ATM cards, Cheque

           books, electronic banking etc.

 To ensure that all relevant procedures and processes are adhered to, in order to 

mitigate against risks.

 To ensure safety and issuance of ATM cards and cheque books within set guidelines.

 Capture, Analyze, resolve and escalate customer complaints / correspondences within

           defined TAT.

 Provide customer feedback and ideas on service improvements to Branch Manager to 

improve service delivery.

 Ensure seamless coordination of banking hall activities

 Ensure timely submission of relevant reports.

The Person

For the above position, the successful applicant should have the following:

University Degree preferably in a business related field.

Professional qualifications (ACIB/CPA/ACCA) are an added advantage.

At least 1 year Customer Service/Relationship.

Possess sound knowledge of bank products and ability to offer product solutions to

business clients

Excellent communication and presentation skills.

Excellent interpersonal, and negotiation skills with the ability to network and

generate new business

Excellent sales and client relationship skills.

Demonstrate sound knowledge of banking business and operations.

Human Resource Manager 

    KCB Bank Burundi Ltd  Head Office 1st

 Floor  

Avenue ,Pierre Ngendandumwe 

    P.O Box 6119 , 

Bujumbura,Burund