ތަފްޞީލު

މުސާރައާއި އިނާޔަތްތައް

15,500 ރުފިޔާ - 16,400 ރުފިޔާ

ވަޒީފާގެ ތަފްޞީލު

TERMS OF REFERENCE (TOR)
Post: Customer Service Officer
Vacancies: 01
Post Type: Permanent
Department: Loan Application Support Department
Reporting to: Manager - Loan Application Support
Key Tasks, Responsibilities, and Deliverables:
• Ensure a friendly and organized atmosphere at the customer front office, ensuring all
customers feel welcome and their requirements are addressed promptly.
• Effectively communicate information about the corporation's products and services to
customers through the customer front office, email, telephone, and customer portal.
• Handle incoming customer calls received through the call center, directing inquiries to
the appropriate departments and ensuring timely responses.
• Attending to or reviewing the basic documentation for applications submitted to the
corporation, ensuring accuracy and completeness.
• Monitor and manage customer support requests submitted through the customer portal,
ensuring they are attended to and resolved efficiently within set SLAs.
• Address and resolve customer complaints promptly and effectively, striving for customer
satisfaction.
• Collect, analyze, and manage customer feedback to identify areas for improvement to
enhance customer experience.
• Supervise daily customer support operations, ensuring customers receive up-to-date
information and efficient resolutions.
• Collaborate with other departments to ensure seamless communication and resolution
of customer issues.
• Maintain accurate records of customer interactions, feedback, and resolutions in the CRM
system for future reference and analysis.
• Stay updated on the corporation’s policies, products, and services to provide accurate
information and support to customers.
• Continuously strive to improve customer service processes and procedures to enhance
overall customer satisfaction.
• Participate in events representing the corporation and promoting its products and
services.
• Support and guide team members, train new staff, and help monitor performance metrics
and quality standards.
• Perform other related ad-hoc tasks as assigned by the Supervisor/Manager.
Requirements and Qualifications:
• MQA level 5 or 6 qualifications in Business/ Economics /Finance/Banking with a
Minimum of 02-years’ experience in a relevant field.
Other Competencies required:
• Excellent interpersonal and communication skills and ability to interact with
customers in a professional manner.
• Experience in the customer service and/or banking or financial services industry
would be an added advantage.
• Excellent computer skills, including processing Word documents, spreadsheets, and
databases. 
• Familiarity with trade, economic development, and the development of the private
sector in the Maldives would be an added advantage. 
• Experience in the banking or financial services industry would be an added
advantage.
Remuneration Package:
• Gross pay MVR 15,500 – MVR 16,400 depending on the Qualification and Experience
Working Hours:
• The selected applicant will be required to work from 0800 to 1600 on weekdays.  
Other benefits:
• Health Insurance as per company policy
• Training and development opportunities
Documents required with the job application:
• Complete and up-to-date Curriculum Vitae (CV).
• Copy of National Identity Card.
• Copies of academic certificates with transcripts (All international certificates must
be accredited by MQA)
• Reference letters from current/ previous employers certifying type of employment,
job roles, and service period.
• Recommendation letters from previous supervisors or employers (optional).
How to Apply:
• Required documents should be submitted using the link:
https://sdfcmv.aidaform.com/job-application-form-customer-service-officer  before 24th
April 2025, 14:00hours.
Important notes to applicants:
• Incomplete applications will be rejected without further notice.
• Applications should be submitted only via the given link; applications received via
email will be rejected.
• Only short-listed candidates will be notified for interview.
For inquiries, please contact us on weekdays between 08:30 am to 14:30 pm via phone at
1613 or email to [email protected]

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