CUSTOMER EXPERIENCE UNIT

Number of openings

1

Job Purpose

Candidates 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.

Qualifications Required

QUALIFICATIONS & EXPERIENCE

Advertisement

• Bachelor’s degree or equivalent qualification.
• 1–2 years of relevant experience in customer service, Contact Centre operations, banking or a related environment is preferred.
• Good knowledge of customer service practices, Contact Centre systems and banking products and services.
• Good computer literacy and proficiency in Microsoft Office applications, including Word, Excel, PowerPoint and Outlook.
• Good data entry and typing skills.

Advertisement

KEY COMPETENCIES

• Excellent verbal and written communication skills.
• Strong customer service orientation and a willingness to go the extra mile.

• Excellent listening and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to remain calm and professional when handling challenging customers.
• Ability to work effectively in a fast-paced Contact Centre environment.
• Flexibility to work according to operational requirements and schedules.

Advertisement

• Strong attention to detail, accuracy and follow-through.
• Ability to work collaboratively and manage multiple customer interactions effectively.

Languages:

• Proficiency in French , English and Lingala is required.
• Working knowledge of Swahili and Mandarin is an asset.

CRDB Commitment

CRDB Bank is dedicated to upholding Sustainability and ESG practices and encourage applicants who share this commitment. The Bank also promotes an inclusive workplace, hence applications from women and individual with disabilities are encouraged.

Advertisement

It is important to note that CRDB Bank does not charge any fees for the application or recruitment process, and any requests for payment should be disregarded as they do not represent the bank’s practices.

Only Shortlisted Candidates will be Contacted.

• 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.

• Excellent verbal and written communication skills.
• Strong customer service orientation and a willingness to go the extra mile.
• Excellent listening and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to remain calm and professional when handling challenging customers.
• Ability to work effectively in a fast-paced Contact Centre environment.
• Flexibility to work according to operational requirements and schedules.
• Strong attention to detail, accuracy and follow-through.
• Ability to work collaboratively and manage multiple customer interactions effectively.
• Good computer literacy and proficiency in Microsoft Office applications, including Word, Excel, PowerPoint and Outlook.
• Good data entry and typing skills.

• Bachelor’s degree or equivalent qualification.
• 1–2 years of relevant experience in customer service, Contact Centre operations, banking or a related environment is preferred.
• Good knowledge of customer service practices, Contact Centre systems and banking products and services.
• Proficiency in French , English and Lingala is required.
• Working knowledge of Swahili and Mandarin is an asset.