{"id":37824,"date":"2023-02-01T09:00:18","date_gmt":"2023-02-01T08:00:18","guid":{"rendered":"https:\/\/louma-jobs.com\/cameroun\/?post_type=emplois&p=37824"},"modified":"2023-02-01T09:24:38","modified_gmt":"2023-02-01T08:24:38","slug":"commercial-client-care-2","status":"publish","type":"emplois","link":"https:\/\/louma-jobs.com\/cameroun\/recrutements-emplois-stages\/2023\/commercial-client-care-2\/","title":{"rendered":"Commercial Client Care\u00a0"},"content":{"rendered":"\n

RECRUITMENT: INTERNAL & EXTERNAL
ECOBANK CAMEROUN S.A. is recruiting a Commercial Client Care<\/strong> ready to work across the national territory. The position
is based in Douala.
Job grade: 3C <\/p>\n\n\n\n

Job level: 4 NATURE OF CONTRACT:
Permanent Contract<\/p>\n\n\n\n


JOB PURPOSE:
\u2714 To ensure coordination of all Commercial client customer care \/ support issues in order to improve service delivery and maximize revenues
\u2714 To ensure post-sales implementation of Electronic Banking, collections, payments, liquidity management and trade solutions
\u2714 To act as an interface between the client and internal teams for efficient service delivery of all Commercial Bank products
\u2714 To ensure all post transactions requirements are compliance: Apurements, Defferal, \u2026
KEY RESPONSABILITIES
CLIENT CARE
\u2714 To be proactive in order to anticipate on customer service issues and provide adequate solution
\u2714 To handle customers\u2019 requests, enquiries and complaints related to the delivery and usage of Electronic Banking, Cash Management, Trade, Supply Chain Management and Loan products for Commercial Bank customers in the most efficient and cost-effective way using appropriate technology and tools whilst identifying and resolving service gaps
\u2714 To formulate recommendations to business Head to enhance service delivery and customer service quality
\u2714 To ensure that all manual\/electronic instructions or transactions received from clients are duly authenticated and
processed as per SLA
\u2714 To ensure speedy and accurate resolution of all customers\u2019 complaints as per SLA
\u2714 To work with Commercial team to ensure that customers needs are identified and met
\u2714 To maintain a daily log of all enquiries and customer complaints
\u2714 To perform periodic customer satisfaction survey
\u2714 To achieve key customer satisfaction indicators set by Group Commercial Bank Head
\u2714 To generate daily, weekly and monthly client care activities reports
POST-SALES IMPLEMENTATION
\u2714 To work with Commercial Banking Products team to assist with the implementation of Electronic Banking Cash Management and Trade solutions including developing customer training materials, operating procedures, etc.
\u2714 To ensure that requirements for product \/ service implementation are provided by customers
\u2714 To ensure that all subscription forms are completed, and related service contracts duly signed
\u2714 To ensure that all cash management & trade related transactions (transfers, cash & cheque deposits, bills discounting,
avalized bills, LCs opening, documentary collections, guarantees, etc.) are processed with speed and accuracy as per SLA
\u2714 To ensure that monthly subscription fees and transaction fees are debited from customers\u2019 accounts as per agreement
\u2714 To maintain a log of all issues experienced by clients related to products usage<\/p>\n\n\n\n

\u2714 To generate weekly customer service issues report
OTHERS
\u2714 To ensure all interactions (via letters or emails) with customers are well protected and conserved
\u2714 To ensure all correspondences received or sent in the Unit are well directed and the responses sent within the required
SLA
\u2714 Understand and live with bank values and CX principles
REPORTING Line:
Head Commercial Bank
EXPERIENCE & QUALIFICATIONS
\u2714 Degree in Banking, Marketing, Economic or related field of study.
\u2714 1 to 2 years of previous experience required.
\u2714 Knowledge of banking products and operations, trade products, deposits, and other liability instruments.
\u2714 Highly self-motivated& detail oriented.
\u2714 Bilingual speaking (English\/ French) is an advantage.
SKILLS & CAPACITIES
\u2714 Maintain close relationship with Commercial Banking Products and IT & OPS teams to ensure optimum client service;
\u2714 Follow up on clients to ensure that solution sold and implemented match customer\u2019s expectations;
\u2714 Initiative and problem-solving skills (searching for client information and analyzing needs to better serve customers);
\u2714 Strong Sales, Customer Focus and continuous interface;
\u2714 Strong interdepartmental and interpersonal skills, written and verbal skills as well as high customer service ethic and responsibility;
\u2714 Cooperative working style and strong communication skills are required, in order to develop and maintain effective working relationships both externally and internally, with colleagues on the ground in the affiliate.
\u2714 Result driven team player;
\u2714 Well organized and structured person.
\u2714 Strong integrity, flexible, and sensitive to client culture
\u2714 Ability to work under pressure, multitask and meet tight deadlines
\u2714 Pro-activity and creativity.
APPLICATION PROCESS
Please submit your CV and motivation letter to ECM-Recruit@ecobank.com latest Febuary 03rd, 2023 at 5pm prompt, with the subject \u00ab COMMERCIAL CLIENT CARE \u00bb.<\/p>\n\n\n\n


NB: Only applications matching with the desired profile will be contacted.
Ecobank is an equal opportunity employer and will not discriminate based on gender, religion, ethnicity, physical ability, etc\u2026
Warning
The Use of this title does not indicate any limitation on your duties or job function, and you may be assigned to different duties or asked to carry out additional duties from time to time.<\/p>\n","protected":false},"excerpt":{"rendered":"

RECRUITMENT: INTERNAL & EXTERNALECOBANK CAMEROUN S.A. is recruiting a Commercial Client Care ready to work across the national territory. The positionis based in Douala. Job…<\/p>\n","protected":false},"author":4,"comment_status":"open","ping_status":"closed","template":"","categories":[4067],"tags":[],"villes":[3311],"contrats":[234],"diplomes":[162,212,159],"louma_meta":{"emploi_title":"Commercial Client Care","emplois_employeur":8583,"emplois_date_publication":"2023-02-01","emplois_heure_publication":"","emplois_date_cloture":"2023-02-15","emplois_heure_cloture":"","emplois_experience_min":"","emplois_experience_max":"","emploi_email":"ECM-Recruit@ecobank.com"},"_links":{"self":[{"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/emplois\/37824"}],"collection":[{"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/emplois"}],"about":[{"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/types\/emplois"}],"author":[{"embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/comments?post=37824"}],"version-history":[{"count":0,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/emplois\/37824\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/media\/8584"}],"wp:attachment":[{"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/media?parent=37824"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/categories?post=37824"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/tags?post=37824"},{"taxonomy":"villes","embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/villes?post=37824"},{"taxonomy":"contrats","embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/contrats?post=37824"},{"taxonomy":"diplomes","embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/diplomes?post=37824"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}