3 Job Positions of Call Centre Agent at Development Bank of Rwanda (BRD): (Deadline 8 March 2025)

3 Job Positions of Call Centre Agent at Development Bank of Rwanda (BRD): (Deadline 8 March 2025)

VACANCY ANNOUNCEMENT

The Development Bank of Rwanda (BRD) Plc is Rwanda’s only National Development Bank mandated to support Rwanda’s Vision 2050 development agenda. Over the past five years, the bank has registered exponential growth contributing to socio-economic development, strengthening institutional and human capacity, fostering corporate governance and risk management practices.

The Bank is implementing the revised strategic plan for 2024-2028 which is appropriately aligned to the country’s strategic direction enabling the Bank to unlock better value creation for its stakeholders by supporting entrepreneurs, addressing market failures, and impactful socioeconomic development.

To deliver on its bold vision and impactful objectives, the Bank’s expanded and refocused mandate is underpinned on four strategic focus areas:

• Availing transformational finance.
• Increasing green financing for a resilient future.
• Driving scale and impact.
• Fostering innovation and technology.

To achieve its strategic mandate, BRD recognizes the importance of strengthening its human and institutional capital to drive sustainable development and ensure the Bank remains a center of excellence in the financial sector.

BRD is committed to respecting gender equality and disability norms. We promote gender-responsive practices. Qualified candidates particularly females and persons living with disabilities are encouraged to apply.

To help accomplish this ambitious and exciting vision, the Development Bank of Rwanda (BRD) would like to recruit suitable qualified candidates to fill the following positions:

CALL CENTRE AGENT (3)

Contract Terms – 2 years Fixed-Term Renewable

Purpose of the Job:

Be the frontline of customer interaction, responsible for handling incoming and outgoing calls, addressing customer concerns, and providing exceptional service.

Main Responsibilities of the Job:

• Answer inbound customer calls, manage inquiries, and provide solutions to customer issues or requests in a professional and timely manner.
• Make outbound calls as required for follow-ups, surveys, or initiative-taking customer outreach.
• Provide clear, accurate, and comprehensive information to customers regarding products, services, policies, and procedures.
• Maintain a high standard of customer service to ensure customer satisfaction and loyalty.
• Escalate complex issues or unresolved complaints to the appropriate supervisor or department for further assistance.
• Ensure that all customer interactions are managed with empathy and professionalism, aiming to achieve first-call resolution whenever possible.
• Accurately log and update customer details, inquiries, and resolutions in the CRM system or relevant databases.
• Adhere to company policies, procedures, and service level agreements (SLAs) while managing customer inquiries and interactions.
• Follow proper protocols for handling sensitive customer data and information in compliance with data protection and privacy laws.
• Report any recurring issues, complaints, or customer trends to supervisors or relevant teams for follow-up action.
• Assist with conducting customer satisfaction surveys or follow-up calls to ensure issues have been resolved satisfactorily.
• Collaborate with other call centre agents and departments to ensure a seamless and positive customer experience.
• Participate in team meetings to discuss performance, challenges, and best practices for improving customer service.
• Share knowledge and insights gained from customer interactions to support team development and service enhancement.
• Participate in ongoing training and professional development opportunities to improve skills, product knowledge, and customer service techniques.
• Stay informed about new products, services, or changes in company policies that may affect customer interactions.

Performance indicators

• Customer Satisfaction (CSAT):Percentage of positive customer feedback or satisfaction ratings post-interaction.
• First Call Resolution (FCR):Percentage of customer issues resolved during the first call without the need for escalation.
• Average Handle Time (AHT):Average time spent handling customer inquiries or issues per call, with a balance between speed and quality.
• Service Level Adherence:Percentage of calls answered within the designated service time or within expected wait times.
• Call Abandonment Rate:Percentage of calls that are abandoned by customers before being answered.
• Attendance & Punctuality:Percentage of scheduled shifts attended on time with minimal absenteeism.
• Escalation Rate: Percentage of calls escalated to a supervisor, aiming to minimize unnecessary escalations.
• Productivity (Calls Managed per Hour):Number of calls an agent is able to handle effectively within a specified timeframe.

Feedback Implementation: Number of customer feedback suggestions implemented or followed up on to improve service.

Working relationships

• BRD All Departments & the public

Professional, academic qualifications and experience

• Customer Service Orientation:Strong focus on providing exceptional service, addressing customer needs, and ensuring satisfaction.
• Communication Skills:Clear, concise, and professional communication (both verbal and written in English and Kinyarwanda, French would be an added advantage) to effectively interact with customers and team members.
• Problem Solving:Ability to quickly identify customer issues and find efficient, effective solutions while maintaining a positive customer experience.
• Multitasking:Capable of managing multiple tasks simultaneously, such as answering calls, documenting customer details, and addressing issues in a fast-paced environment.
• Emotional Intelligence:Ability to remain calm, empathetic, and professional while dealing with frustrated or upset customers.
• Time Management:Efficiently managing call handling times, responding to customer inquiries, and meeting performance metrics.
• Team Collaboration:Ability to work well within a team, sharing information and supporting colleagues to meet team goals.
• Technology Proficiency:Competence in using call centre software, CRM systems, and other tools to manage customer interactions and document issues effectively.
• Patience and empathy, especially when dealing with difficult or frustrated customers.

Core competencies

• Leadership & Team Management:Ability to lead, motivate, and manage a team of agents to achieve performance targets while fostering a positive work environment.
• Customer Service Excellence:Strong focus on delivering exceptional customer service, ensuring that customer concerns are resolved efficiently and professionally.
• Communication Skills:Excellent verbal and written communication abilities for effectively conveying expectations, providing feedback, and handling escalations.
• Problem Solving & Conflict Resolution: Ability to manage customer complaints and agent conflicts with a focus on finding solutions and maintaining team morale.
• Time Management & Multitasking:Effective at managing multiple tasks, such as supervising agents, monitoring performance, and ensuring operational goals are met.
• Quality Assurance:Ensuring calls meet established quality standards and compliance with company policies and procedures.
• Process Improvement:Identifying areas for operational improvement and implementing strategies to enhance efficiency and customer experience.
• Empathy & Emotional Intelligence: Understanding and addressing customer and team member emotions to build trust and improve interactions.

Application Guidelines:

Interested candidates 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): [email protected]

Address all applications to the Head, Human Capital, and Corporate Services of BRD.

Deadline for application: March 8, 2025.

The employment package is highly competitive and attractive.

Only Candidates with the right qualifications and relevant experience shall be shortlisted and contacted for a written test.

Done in Kigali,February 21, 2025.

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