Job Title: Head Quarter Customer-Agents Relationship Person
Location: Garowe, Somalia
Positions: One Position
Reporting to: Deputy Manager/Head of Treasury

JOB PURPOSE
The primary responsibility of a HQ Customer-Agents Relationship Person is to maintain contact and relationship with customers, branches, and agents and receive questions, requests, comments, complaints or feedback from them over the phone and through email. Additionally, HQ Customer Relationship Officer keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

Key Duties & Responsibilities
Contribute to Amal Express profitability and growth by attending to and resolving all internal and external inquiries:

    Take inbound calls and respond to emails from customers and agents.
    Deliver a great customer experience on every call, email or contact
    Assist customers/agents with a broad range of issues from account balance inquiries, account statements, investment products/opportunities,
       internet banking and more.
    Perform day-to-day administrative tasks such as maintaining information files and processing paperwork.
    Be the primary contact person for all issues related to diaspora customers and agents.
    Ensure customers and agents are provided with complete and accurate information or solution to bring about positive outcome.
    Refer unresolved issues to designated departments for further investigation.
    Follow-up on issues and inquiries not immediately resolved
    Build and maintain strong and professional relationship with customers and agents to achieve goals and ensure customer satisfaction.

 In order to perform these responsibilities effectively and efficiently you are expect to:
    Become proficient in Amal Bank’s product features, benefits, and requirements.
    Know Amal Express products, policies, procedures and working hours/location.
    Keep up with all the system, product, policy and procedural changes.
    Use computers and computer systems to access or retrieve information.
    Examine documents to verify issues or detect discrepancies on records or reports.
    Prepare reports and maintain records, reports, and files.

 EDUCATION AND WORK EXPERIENCE

    Bachelor degree or Diploma
    2 years related work experience.
    Knowledge of Somali and English Language.
    Knowledge of Arabic language is preferred.

 KNOWLEDGE AND SKILLS

    Detail-oriented individual with excellent writing and oral communication skills in both English and Somali
    Strong data analysis skills
    Ability to work on multiple assignments and meet deadlines by setting priorities with jobs/assignments.
    Proficient with computers, spreadsheet software programs and calculators.
    Strong interpersonal skills with the ability to establish and maintain effective working relationships with staff and agents.

Send your CV/Resume to: info@amalgroup.net before 26 December, 2015. Mention the specific position you are applying or requesting. Please read Job Descriptions before you send your Application.