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Skillset Africa

Customer Service Officer

Job Summary

The Customer Service officer attracts, retain customers by educating them on WML product and services and offering excellent customer service and possible solutions to meet customer needs.

  • Minimum Qualification : Degree

  • Experience Level : Mid level

  • Experience Length : 3 years


Job Description/Requirements

Department: Operations


Reports Directly to: Operations Officer - Operational work

Customer Service Officer is expected to:

  • Act as an intermediary between West One Microfinance and its clients by attending to customers who walk into the banking hall.

  • Reactivation of dormant accounts

  • Assisting clients in completing of loan application forms.

  • Assisting in credit counselling.

  • Issuing of paid forms and passbooks to customers and keeping records of them.

  • Balance reconciliation of customers balance in passbooks and the system.

  • Build sustainable relationships of trust through open and interactive communication

  • Receive and manage company’s calls on the main office line

  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

  • Inform customer of deals and promotions

  • Compile reports on overall customer satisfaction

  • Confirm and manage all incoming online withdrawals.

  • Perform daily confirmation (morning & evening) of withdrawals both Mobile Money and made on behalf of clients by Sales officers.

  • 0ffer financial and general advices to customer

  • Maintain confidentiality and observe data protection and associated guideline

  • where appropriate.

  • Maintains a complete understanding of all products and services offered by WEST ONE with knowledge sufficient to communicate and promote product attributes confidently to clients.

  • Reports weekly, monthly and annual report on account opening, complains and loan application

  • Ensure compliance with the KYC

  • Any other duties assigned by management

Tools and Equipment Handled

  • Uses calculator, company phones and computer

  • Printer and scanner

  • Received stamp

  • laminating machine

  • TV

Materials Handled

  • Account opening/loan application forms

  • Passbooks

  • Loan log books

  • Withdrawal booklets

  • Withdrawal confirmation record book

  • Outgoing and incoming mails record book

  • Fliers

  • Pens

  • envelopes


Work Environment

  • Banking Hall


Occupational Hazards

  • Verbal and physical abuse

Position Type/Expected Hours of Work

  • Standard days and hours of work are Monday through Friday, 8:30 a.m. to 5 p.m. 


Educational Competencies

  • University degree in accounting, economics, mathematics

  • College diploma or any certificate in banking and finance from recognized institution (CIB, NIB)

  • Minimum 3years experience in customer service or clerical


Other Competencies

  • Must understand and agree with WML Mission, Vision and core values

  • Good listening and communication skills

  • Customer-focused and have strong interpersonal and problem-solving skills

  • Customer service orientation

  • Accuracy and attention to detail

  • Time management

  • Fluent in spoken and written English with knowledge

  • Problem-solving

  • Honesty and integrity

  • Proficient in using Outlook, Microsoft Word, Excel and PowerPoint

  • Teamwork

  • Stress tolerance.

  • Demonstrate a high level of ethical commitment and trustworthiness


Apply Here: https://www.jobberman.com.gh/listings/customer-service-officer-vw5gzm

Salary Range: Attractive

Employment Type: Full Time

Location: Accra

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