Manage & develop the Business Banking customer portfolio assigned. Ensure the assignment of assets, liabilities & non-refundable product targets, profitable objectives & implementation of superior service culture & standards while adhering to Banks policies & guidelines.

• Oversee execution of quality customer care and revenue generation activities through business centre
• Managing trainings, indoor commercial activities
• People management and grooming
• Handle operational activities over customer care service & sale counters.
• Practice and implement customer handling skills as defined and learned in relevant trainings.
• Welcome, guide and manage each walk-in customer when in the role of Floor Greeter.
• Manage walk-in customers according to the assigned counter or assigned role.
• Explain various Mobilink tariffs to the customers and sell prepaid/ post-paid connections at front line customer services.
• Updated on all current policies, procedures, promotions, products and up sell value added services offered by the company.
• Take ownership and ensure timely resolution of customer complaints.
• Coordinate and follow-up with multiple stake holders for issue resolution.
• Understand and implement the CS policies & procedures in practice and spirit.
• Ensure proper behaviour/discipline/grooming/punctuality as per the requirements and image of the company.
• Provide feedback to supervisors on important issues/problems cites by the customers to ensure customer retention.
• Perform responsibilities on rotational as assigned by the Customer Care Manager.

 Providing help and advice to customers using your organization’s products or services.
 Communicating courteously with customers by telephone, email, letter and face to face.
 Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
 Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill.
 Issuing refunds or compensation to customers.
 Keeping accurate records of discussions or correspondence with customers.
 Analysing statistics or other data to determine the level of customer service your organization is providing.
 Producing written information for customers, often involving use of computer packages/software.
 Writing reports analysing the customer service that your organization provides.
 Developing feedback or complaints procedures for customers to use.
 Improving customer service procedures, policies and standards for your organization or department.
 Meeting with other managers to discuss possible improvements to customer service.
 Being involved in staff recruitment and appraisals.
 Training staff to deliver a high standard of customer service.
 Leading or supervising a team of customer service staff.
 Learning about your organization’s products or services and keeping up to date with changes.
 Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses

• Facilitating the customer
• Providing first call resolutions
• Satisfying the customer regarding their queries about product & services