Customer Service Manager

About the role

The Customer Service Manager will lead the customer service function at the Jimma branch, overseeing a team of Senior and Junior Customer Service Officers. This full‑time, on‑site position focuses on delivering high service standards and driving customer satisfaction to support the bank’s growth.

Key responsibilities

• Supervise daily customer support operations, including cash handling, account opening, collections and payments.
• Monitor service performance metrics and use data‑driven insights to improve processes.
• Resolve escalated customer issues and ensure timely, effective solutions.
• Set and maintain service standards, coaching staff to achieve consistent quality.
• Develop and implement procedures that enhance customer satisfaction and operational efficiency.
• Build long‑term relationships with customers, identifying cross‑selling and upselling opportunities.

Required profile

• Bachelor’s degree in a business‑related field (e.g., Marketing, Management, Economics, IT).
• Minimum six years of relevant experience in customer service management, preferably within banking.
• Strong customer‑focused mindset with proven ability to increase satisfaction levels.
• Excellent written and verbal communication skills.

Required skills