SENIOR CUSTOMER CARE AGENT - Harare

Job Description

Advance Your Career with a Leading Financial Institution Golden Gelton Ltd is recruiting on behalf of a reputable and customer-focused banking institution based in Zimbabwe. Our client is recognized for delivering innovative financial solutions, exceptional customer experiences, and a strong commitment to operational excellence. As part of its continued growth and service enhancement strategy, our client is seeking an experienced, customer-centric, and highly professional Senior Customer Care Agent to join its Customer Experience team. This role presents an exciting opportunity for an individual who is passionate about customer service, relationship management, and delivering outstanding support within a fast-paced banking environment. The successful candidate will serve as a key point of contact for customers, ensuring prompt resolution of inquiries, complaints, and service requests while contributing to the achievement of the bank's customer satisfaction and service excellence objectives.

Position Overview

The Senior Customer Care Agent will be responsible for providing exceptional customer support across multiple service channels, including branch, telephone, email, digital platforms, and social media channels where applicable. The role requires a professional who can effectively handle complex customer issues, mentor junior customer service staff, and support the implementation of customer experience improvement initiatives. The incumbent will play a critical role in strengthening customer loyalty, enhancing service delivery standards, and promoting the bank's products and services while ensuring compliance with regulatory requirements and internal policies.

Key Responsibilities

• Customer Service Excellence - Deliver professional, efficient, and personalized customer service across all customer touchpoints.
• Respond to customer inquiries, requests, and complaints in a timely and courteous manner.
• Resolve complex customer issues while ensuring high levels of customer satisfaction.
• Serve as an escalation point for challenging customer cases requiring advanced intervention.
• Maintain accurate records of customer interactions and resolutions.
• Customer Relationship Management - Build and maintain strong relationships with customers through proactive engagement.
• Understand customer needs and recommend appropriate banking products and services.
• Promote customer retention through exceptional service delivery and relationship management.
• Identify opportunities to enhance the overall customer experience.
• Support initiatives aimed at improving customer loyalty and advocacy.
• Complaint Resolution & Service Recovery - Investigate and resolve customer complaints in accordance with established service standards.
• Coordinate with relevant departments to ensure timely issue resolution.
• Escalate critical issues where necessary and follow through until closure.
• Analyze complaint trends and recommend corrective actions to improve service quality.
• Ensure compliance with regulatory requirements regarding complaint management.
• Product Knowledge & Customer Education - Maintain comprehensive knowledge of the bank's products, services, policies, and procedures.
• Educate customers on available banking solutions, digital banking platforms, and self-service options.
• Assist customers with account-related inquiries, transactions, and service requests.
• Support customers in navigating digital banking channels and financial services.
• Team Support & Leadership - Provide guidance, coaching, and support to Customer Care Agents.
• Assist supervisors and management in monitoring service standards and performance.
• Participate in staff training and knowledge-sharing initiatives.
• Support onboarding and mentoring of new customer service team members.
• Contribute to a culture of professionalism, teamwork, and continuous improvement.
• Operational Compliance & Risk Management - Ensure strict adherence to banking regulations, internal controls, and compliance requirements.
• Maintain confidentiality and security of customer information at all times.
• Follow established procedures relating to customer identification, fraud prevention, and risk mitigation.
• Report suspicious activities and potential compliance breaches in accordance with bank policies.
• Support internal audits and compliance reviews when required.
• Service Quality & Performance Monitoring - Monitor personal and team service delivery performance against agreed standards.
• Contribute to customer satisfaction surveys and service quality improvement initiatives.
• Track and report service metrics, customer feedback, and recurring service issues.
• Participate in process improvement projects aimed at enhancing operational efficiency.
• Cross-Selling & Business Support - Identify opportunities to cross-sell relevant banking products and services.
• Refer potential sales opportunities to relevant business units.
• Support branch and customer service campaigns aimed at increasing product uptake.
• Contribute to the achievement of customer growth and retention objectives.

Qualifications & Experience

Minimum Requirements

• Bachelor's Degree in Banking, Finance, Business Administration, Marketing, Customer Service, Commerce, or a related field.
• Minimum of 4–6 years of customer service experience within the banking, financial services, insurance, or related sector.
• At least 2 years of experience handling complex customer service issues or serving in a senior customer-facing role.
• Strong understanding of banking products, services, and customer service operations.
• Proven experience in complaint resolution and customer relationship management.

Preferred Qualifications

• Professional certification in Customer Service, Banking, Relationship Management, or a related field.
• Experience working within contact centers, branch banking operations, or customer experience departments.
• Knowledge of digital banking platforms and customer engagement technologies.