Call Center Officer

About FMFB

The First Microfinance Bank - Afghanistan

As a background, FMFB-A started its operation in 2004 and is part of the Aga Khan Agency for Microfinance (AKAM), which has financial institutions operating in different countries throughout the world. It is affiliated with the Aga Khan Development Network (AKDN), a group of development agencies working in health, education, culture, and rural economic development. 

Job Summary

The position will be responsible for resolving customer queries over the phone on a day-to-day basis thereby providing efficient customer service. This position also requires cross-selling banking products to existing customers over the phone.

Duties & Responsibilities

• Call Center Officers serves as the primary point of contact customers who reach out for assistance. They address inquiries, resolve issues, and provide information about the banking products, services, and policies in a professional and courteous manner.
• Call Center Officers handle account-related activities such as assisting customers with balance queries, transaction history, and account statements on proper request through registered phone numbers or email as well as makes outbound calls to inform the customers on their re-KYC update, account restrictions or dormancy.
• They promote banking products and services to customers, highlighting their features, benefits, and any current promotions or offers. This may involve cross-selling or up-selling additional banking products to customers based on their needs and preferences.
• Handles customer complaints and strive to resolve them effectively and efficiently. They escalate complex issues to higher-level authorities or specialized departments when necessary to ensure prompt resolution.
• They assist customers with troubleshooting common issues related to online banking, mobile banking apps, and other digital banking platforms. Call Center Officers guide customers through the necessary steps to resolve technical problems or liaise with the appropriate technical support teams.
• They maintain accurate records of customer interactions, including inquiries, complaints, and resolutions probably in the Customer Relationship Management (CRM) system. They may also generate reports on customer feedback, transaction volumes, and service quality metrics as required by the Operation department.
• Follow-up calls to customers, where necessary.
• Handling and resolving customers’ inquiries via FMFB-A WhatsApp.
• Handling and resolving customers’ inquiries via Chatbot (Tidio)
• Managing and sending emails, and notice letters to FMFB-A customers via customerservices@fmfb.com.af ID.
• Any other tasks as assigned by the supervisor. 

Job Requirements

• Bachelor degree in Business Administration, related to the field, with two years of experience or baccalaureates with three years of experience.
• 2- 4 years’ work experience in the field or in similar field.
• Have excellent verbal and written communication skills of English and local languages.
• Be organized and able to prioritize workload.
• To meet deadlines to promote customer service.
• Be able to respond to customer demands and solve problems.
• Be well motivated, enthusiastic and able to work on initiative and be able to have fun.
• Be able to think bigger picture and appreciate where the role fits into the business.
• Presentable dressing, extrovert in nature, open minded person, patience and good listener.
• Good computing and accounting skill. 

Submission Guideline

If you meet the above requirements, we are encouraging you to apply for this position. Please send us your CV along with a cover letter via email at (vacancies@fmfb.com.af).

Please make sure that your email includes the vacancy ID as the subject line.

Note that, only the candidates who meet the requirements of the position will be shortlisted.

For more information, please visit the FMFB-A website: https://www.fmfb.com.af/careers.

Functional Area

Business Administration

Economy

Countries

Afghanistan

Provinces

Kabul

Submission Email

vacancies@fmfb.com.af

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