• Application Deadline:
• Position: Customere Care Officer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 years


• Location Lagos


• Job Field Customer Care 
  


• Salary Range ₦50,000 - ₦100,000/month
  

Job Description

• To drive financial inclusion through behavior change and perception.


• To develop a process for tracking procedures requiring prior authorization to decrease customers wait times
  
  and improve timely access to care.


• Revising and developing Customer Service policies and processes.


• Monitoring and analyzing service quality data for recommendations for service improvement.


• Coordinating and developing behavior change for staff to roll out improvements.

Achievements

• To achieve 100% case log for all interactions via all engagement channels.


• Successfully deployed Monthly and Quarterly surveys for customer feedback on services, products, and
  
  processes.


• Improved the Customer Satisfaction


• Directed Service Centre operations daily consistently achieved 100% answer rate on Emails and Chats, and
  
  97% phone calls with a focus on first-call resolution to create a more positive customer experience.


• To Participate in project management to improve efficiency and remove redundant processes; contributed to
  
  product development, analysis, action plans, and policy updates.