Senior Officer, Help Desk Operation at National Bank of Rwanda: (Deadline 5 July 2024)
Job Summary
Reporting to the Manager of Banking Operations, the job holder is in charge of the daily operations of a help desk or customer support team. His/her duties typically include managing and ensuring that customer inquiries and technical issues are addressed as prescribed in the Bank procedure. serves as a point of escalation for complex issues and must liaise with other departments to resolve them efficiently.
Key Responsibilities
- Overseeing the resolution of customer inquiries and technical issues in a timely and efficient manner, maintaining high levels of customer satisfaction;
- Implementing quality assurance measures to ensure that support interactions meet established standards of professionalism and accuracy;
- Serving as a point of escalation for complex or high-priority support issues, liaising with other departments or technical experts to resolve them effectively;
- Generating reports on help desk performance metrics, analyzing trends, and making recommendations for improvement based on data insights.
- Efficient management of users or customers through online systems;
- Facilitation of new user of online banking systems; this includes support to key payment infrastructure; creation of user ID and system functionality training;
- Ensure the updated user guideline of the online banking system is known by all customers;
- Ensure monitoring of online Banking transactions is made on permanent basis and give support to customers who are in nee
- At least a Master’s degree in Commerce, Business Administration or a related field
- At least five (5) years’ experience in a similar role within the financial services sector
- Female Candidates are encouraged to Apply
- Maximum Age;3
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