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Job Description        
Customer Service Officer provides support to both prospective and existing customers; opens new accounts, and effectively cross sells banks products and services. Customer Service Officer acts as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.  Customer Service Officer counsels customers within scope of authority, responds to customer queries about basic banking services, such as account balances and interest rates and fees. They also help customers protect their accounts by reviewing suspicious activity, reversing transactions and reissuing compromised debit and credit cards. Customer Service Officer also acts as catalyst for revenue generation. He/ she gives customers a complete, cohesive experience that aligns with an organization’s purpose.

Duties & Responsibilities
  1. Ensure that customers receive good services by providing quick and accurate information and processing the requests as efficient as possible.
  2. Delivering information about Bank\'s offerings-answering questions about bank\'s products or services. Manage large amounts of incoming phone calls
  3. Identify and assess customers’ needs to achieve satisfaction.
  4. Processing orders and transactions as per laid down policy and procedures.
  5. Verification of account opening and account closing forms as per laid down policy and procedures.
  6. Build sustainable relationships and trust with customer accounts through open and interactive communication.
  7. Provide accurate, valid and complete information by using the right methods/tools
  8. Generate sales leads-meet personal/customer service team sales targets and call handling quotas.
  9. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
  10. Keep records of customer interactions, process customer accounts and file documents
  11. Follow communication procedures, guidelines and policies.
  12. Take the extra mile to engage customers
  13. Collecting and analyzing customer feedback.
  14. Any other work/ assignment duly delegated by the Management.

Job Requirement      
  • High School Graduated; University degree will be preferred.
  • Minimum 1 year of experience in customer services, dealing with clients preferably with a Bank.
  • Customer orientation and ability to adapt/respond to different types of customers
  • Excellent communication and presentation skills.
  • Ability to multi-task, prioritize, and manage time effectively.
  • Strong phone contact handling skills and active listening
  • Ability to achieve the targets.
  • Ability of analyzing and solving problems.
  • Good communication skill both oral and written in Dari, Pashto and English.
  • Familiarity with computer programs (Office package).
  • Team player and ability to work under stress.

  • Ability of analyzing and solving problems.
  • Good communication skill both oral and written in Dari, Pashto and English.
  • Familiarity with computer programs (Office package).

Submission Guideline
Interested candidates who deem themselves suitable for this position can submit their application (CV, Cover Letter, and recent photo) electronically to the bellow mentioned email. Please include the position and vacancy number in the subject line of your email as per the following: -   Customer Seivices Officer   - AUB/HR/023-021 – Bamyan -   Customer Seivices Officer    - AUB/HR/023-021 – Zabul -   Customer Seivices Officer    - AUB/HR/023-021 – Kapisa Those candidates who will not include the above-mentioned lines in the subject line of their emails, their applications will not be considered. Only shortlisted candidates will be invited for test & interview Submission email :