About Company
Equity BCDC is one of the largest commercial banks in the Democratic Republic of Congo, formed from the merger of Equity Bank Congo and Banque Commerciale Du Congo (BCDC). With a rich history spanning over a century, we are committed to driving socio-economic transformation in the DRC by offering comprehensive financial services to individuals, small and medium enterprises (SMEs), and large corporations. Our extensive network of branches, including a significant presence in Bukavu, and a dedication to digital innovation, ensures that we are at the forefront of financial inclusion and customer satisfaction. At Equity BCDC, we believe in nurturing talent, fostering a collaborative work environment, and empowering our employees to achieve their full potential while making a tangible difference in the communities we serve.
Job Description
Are you passionate about helping people and thrive in a dynamic, fast-paced environment? Equity BCDC is seeking dedicated and empathetic Call Center Agents to join our vibrant customer support team right here in Bukavu. As a pivotal Call Center Agent, you will be the primary point of contact for our valued customers, providing exceptional, first-class service and robust support for a comprehensive array of banking products and essential services. This role is absolutely crucial in upholding our unwavering commitment to unparalleled customer satisfaction and in diligently building strong, lasting relationships that foster trust and loyalty. You will be responsible for expertly addressing customer inquiries with clarity and precision, efficiently resolving complex issues, and patiently guiding customers through our innovative digital and traditional banking solutions, ensuring they feel supported every step of the way. We are actively looking for individuals who possess not only outstanding communication skills but also a keen problem-solving aptitude, an unwavering attention to detail, and a genuine, heartfelt desire to assist others in their financial journeys. You will be instrumental in ensuring our customers have a seamless, positive, and memorable banking experience, whether they are inquiring about their account balances, delving into transaction history, navigating loan applications, or exploring the convenience of our cutting-edge digital banking features. This position offers a fantastic, unique opportunity to grow professionally within a leading and respected financial institution, gain invaluable experience in sophisticated customer relationship management, and contribute directly and meaningfully to the financial well-being and economic development of our cherished community in Bukavu and beyond. Join Equity BCDC and become a vital part of a team dedicated to excellence and making a real difference in people’s lives.
Key Responsibilities
- Respond promptly and professionally to inbound customer calls, emails, and chat inquiries.
- Provide accurate information and assistance regarding Equity BCDC's products, services, and policies.
- Efficiently resolve customer complaints and issues, escalating complex cases to the appropriate department when necessary.
- Process customer requests, such as balance inquiries, transaction details, statement requests, and account updates.
- Educate customers on self-service options, digital banking platforms, and security best practices.
- Maintain detailed and accurate records of all customer interactions and transactions in the CRM system.
- Identify and escalate potential fraud or security breaches according to established protocols.
- Collaborate with internal teams to ensure a consistent and positive customer experience.
- Adhere to all banking regulations, compliance requirements, and company policies.
- Continuously update product knowledge and customer service skills through ongoing training.
Required Skills
- Excellent verbal and written communication skills in French and Swahili.
- Strong active listening and comprehension abilities.
- Proven problem-solving and critical-thinking skills.
- Exceptional interpersonal skills with a patient and empathetic approach.
- Proficiency in using computer systems, including CRM software and Microsoft Office Suite.
- Ability to work effectively under pressure and manage multiple tasks simultaneously.
- High level of professionalism and integrity.
- Customer-focused mindset with a dedication to delivering outstanding service.
Preferred Qualifications
- A Bachelor's degree or equivalent in Business Administration, Communication, or a related field.
- Minimum of 1 year of experience in a call center, customer service, or banking environment.
- Familiarity with banking products and services, and financial regulations.
- Experience with Zendesk, Salesforce, or similar customer support platforms.
- Ability to speak other local languages of the South Kivu Province.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health insurance package.
- Generous paid time off and holidays.
- Extensive training and professional development opportunities.
- Clear career growth path within a leading financial institution.
- Supportive and collaborative work environment.
- Employee banking benefits.
- Opportunity to make a significant impact on community development.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and a cover letter detailing their suitability for this role. Please ensure your application highlights your experience in customer service and your fluency in French and Swahili. Only shortlisted candidates will be contacted for an interview.