Customer Advisory Officer 73 views

Taking its name from ZamZam Holy Water which gave life to the barren land of Makkah, springing the hills of Safa and Marwa; ZamZam Bank is working towards ensuring sustained economic growth.

Zamzam bank is aspiring and working relentlessly towards its vision of becoming the leading shari’ah compliant and all-inclusive bank in Africa by 2030. It is contributing to the economy by providing full-fledged interest free, affordable, effective banking and financial services to diverse individuals and organizations; and by promoting economic stability and financial access through its extensive branch networks.

The reputation of the bank is positioned on not only for its championship for pioneering financial inclusiveness, but also for its unwavering commitment to sheriah compliance products and services; strong networking; resources and organizational learning; innovative leadership and management practices; state of the art core banking systems and its international recognitions.

We are searching talented individuals to join us on our journey towards sustainable growth that enhance financial inclusion with a special focus on the part of society that is alienated from the financial system due to their religious beliefs or other factors. Is this you?

Your profile

Whether you want a career as a visionary professional banker in full-fledged interest free banking sector, or need to make sure that your earning is from halal source or second our cause towards ensuring sustained economic empowerment & stability through financial inclusiveness, we offer you these possibilities.

Job Purpose

Address and resolve effectively customer complaints ensuring satisfactory outcome timely. Analyze feedback to identify trends and areas of improvement

Key Duties and Responsibilities

• Frontline staffs responsible for logging, issues tracking investigating & resolving complaints.
• Escalation & Resolution: Handle more complex issues and collaborate with other departments when necessary.
• Gathers and interprets customer feedback, surveys, and market data
• Prepare customer compliant handling Report
• Handle additional tasks assigned by the immediate supervisor

Place of Work: Head Office

What we offer you: The position comes with a competitive salary and an attractive remuneration package.

Educational Qualification

• BA degree in Economics, business administration, management, accounting or related fields. Certification in Islamic Banking is an added advantage.

Work Experience

• Minimum 2 years of experience in CRM, Quality assurance and Customer Compliant Management. Experience or skill in AI tools or system is an advantage.

Language :

• Ability to listen and speak at least three of widely used local languages (Oromifa, Amharic, Somali, etc..) is essential.

Required Competencies

• Ability to professionally manage customer complaints, resolves issues promptly, and implements root cause solutions.
• Ability to use Customer Relationship Management (CRM) and complaint handling systems for tracking customer interactions, follow-ups, and resolution status.
• Ability to monitor service delivery performance against standards (e.g., response time, resolution time) and generate reports for management review and improvement planning.
• Understands and prioritizes customer needs, treats clients with respect and empathy, and goes the extra mile to ensure satisfaction.
• Communicates clearly, professionally, and with cultural sensitivity to ensure customer understanding and compliance awareness with more than one local language proficiency.
• Acts with integrity, honesty, and accountability in all customer and compliance-related interactions in line with Shariah and professional standards.
• Ability to work with team