Job Purpose
Be imaginative and creative in the delivery of Customer service
Improve on service levels at the branches. Take ownership of Customer complaint resolution
Be a team player and contribute to achievement of goals based on the key performance indicators, in branch. Also to support and coach new staff to make easier their assimilation in the MB family
Deputize for the ALMM and LMM in their absence
Provide constructive and constant feedback on improvement of: products, services, processes which may either reduce cycle time or costs or enhance customer satisfaction
Adhere to branch process and report deviations to Branch Manager, which should finally lead to an acceptable Branch Audit rating
Attend daily sales meetings with branch manager and commit to sales target
Contact customers on daily basis, using telephone scripts, to set appointments with customers
Conduct outside sales calls to potential business/customers
Shopping competition and knowing the local market position on an ongoing basis
Key Result Area
The SSO will be responsible for Minimizing customer attrition
Customer acquisition
Meeting with the set service standards(indicators and surveys)
Ownership of customer complaints
Qualifications
Problem solving skills
Communication skills
Interpersonal skills
Ability to work under pressure
Computer literacy