| JOB NAME |
Customer Experience Officer [Kigali]
POSTED BY: Development Bank of Rwanda
REF:DBR 29
Date Published:Tuesday, October 18, 2022
Date of Expiration:Sunday, April 16, 2023 EXPIRED
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| LOCATION OF THIS JOB |
 Rwanda | KIGALI in Rwanda |
| INDUSTRY |
| DEVELOPMENT FINANCE INSTITUTIONS
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| JOB TYPE |
| Full-Time |
| MAIN JOB DESCRIPTION |
BACKGROUND INFORMATION
Job Title: Customer Experience Officer [Kigali]
Date Posted 17th October 2022
Deadline for application: 31st October 2022
Current Grade: JG6
Department: Education Portfolio Management
Reports to: Manager, Disbursement
Direct Reports: N/A
Indirect Reports: N/A
Contract Terms – Open-ended
PURPOSE OF THE JOB
1. The purpose of the position is to ensure that a first-class customer experience is delivered to all stakeholders.
2. They will continually develop and improve the experience for customers, ultimately delivering professional and high-quality customer service that meets the expectations of all study loan beneficiaries with a focus on quality information, advice, and guidance.
MAIN RESPONSIBILITIES OF THE JOB
1. The customer experience officer is responsible for developing a customer experience strategy for the education department, ensuring the delivery of high-quality and timely service to all study loan beneficiaries
2. To be the first point of contact for all study loan beneficiaries into the Development Bank of Rwanda (BRD),
3. To support students during the study loan contract signing process.
4. To respond appropriately to requests, messages, and inquiries from all study loan beneficiaries within the timeframe provided in the BRD Service Charter.
5. To operate the call center service in order to provide an efficient service to callers, directing queries to the relevant units and institutions.
6. To be the initial point of contact for taking details of complaints and forwarding details to the unit concerned for review.
7. To provide accurate high-quality information to study loan beneficiaries in person, by phone, and electronically.
8. Support students on issues related to system (MINUZA) usability and ensure that all students’ issues are addressed in the system on a timely basis
9. To ensure that there is fully utilization of BRD systems for both customer experience officers and stakeholders
10. To ensure that reports regarding loan beneficiaries’ claims are supported to management on timely basis
11. To give feedback to IT on the areas of improvement on MINUZA system for better service delivery.
Performance indicators
1. Providing high-quality service to study loan beneficiaries as per set timelines in BRD Service Charter.
2. Availability of clean student data that supports the recovery process
3. Timely submission of quality customer experience reports to all stakeholders, both internal and external
4. Fully utilization of the system (MINUZA) to manage and service provision to all study loan beneficiaries.
5. Achievement of high level of customer satisfaction on service delivery to loan beneficiaries and other stakeholders
Working relationships
1. BRD staff
2. Partnerships in the education portfolio management/ Disbursement and recovery team
3. Students and beneficiaries repaying study loan
4. HLI’S management
5. External partners (MINEDUC, HEC, etc.)
6. Relevant regulators
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| REQUIREMENTS FOR THIS JOB |
PROFESSIONAL, ACADEMIC QUALIFICATIONS AND EXPERIENCE
1. Bachelor’s degree in communication, marketing, public relations or other relevant fields with at least 3 years of experience as supervisor in the call center.
2. Sound knowledge of banking, or funds management are added advantages
Core competencies
1. Knowledge of Education portfolio policies and procedures
2. Knowledge and understanding of customers’ queries handling processes and procedures
3. Positive attitude, results-oriented with the ability to work under high pressure to delivery
4. Good communication and interpersonal and report writing skills
5. Stakeholders’ relationship management
6. Possessing data manipulation and analytical skills since the job requires dealing with various data with deeper analysis
7. Good customer service, since the job is primarily a customer-facing role
8. Ability to work with a team, and adaptable to any working environment
9. Ability and willingness to work beyond normal working hours in order to serve study loan beneficiaries better
10. Be flexible to carry out any other reasonable task as requested by the management
APPLICATION GUIDELINES:
Interested candidate should apply online ( https://www.brd.rw/careers/ ) and upload application documents including Curriculum Vitae, copies of degree certificates and professional certificates, motivation letter, names of three previous supervisors (as one document) as well as their emails and telephone.
Only online applications shall be considered.
Email only for inquiries (not application): recruitment@brd.rw
Address all applications to the Head, Human Capital and Corporate Services of the Development Bank of Rwanda.
Deadline for application: 31st October 2022
The employment package is highly competitive/attractive.
Due to expected high volume of applications, ONLY shortlisted applicants will be contacted.
Done in Kigali, 17th October 2022
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