• Application Deadline:
• Position: Contact Centre Officer (Yoruba / Igbo / Hausa)


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 years


• Location Lagos


• Job Field Customer Care 

Job ID: 64304

Location: Lagos Island, Lagos

Job Type: Full-Time Regular

Career Area: Consumer & High Net Worth

Job Purpose

• Agents are to ensure customer satisfaction and retention (customer loyalty) in their day-to-day activity as well as provide channels to improve on the current processes to enhance world-class service delivery to clients. Also to act as the first contact person for all clients’ enquiries.

Key Responsibilities

• Contact clients and provide pension  service information via outgoing calls


• Make daily outbound calls as well as assist customers who have enquiries.


• Maintain warm, cheerful and professional responses to clients' enquiries.


•  Follow up calls of clients with peculiar enquiries and requests as well as liaising with other departments regarding clients’ issues.


• Achieve customer loyalty and retention.


• Continuous feedback surveys to understand the client’s perception of SIPML’s service and identify areas that need improvement.


• Telemarketing of SIPML products and services via customer loyalty campaigns


• Provide prompt resolution of requests on Remedy Helpdesk


• Achieve100% treatment of Calls and SMS requests on Remedy Helpdesk within service level agreement.


• Achieve zero error rate in Remedy Helpdesk resolutions and 100% reconciliation of all requests on Remedy.


• Ensure Zero Calls/SMS SLA breaches on Remedy Helpdesk


• Process all Transactional Notification Service (TNS) for clients


• Achieve ≥95% monthly SMS delivery rate.


• Ensure 100% reconciliation of all call/SMS logged requests on Remedy.


• Achieve zero Calls/SMS SLA breaches on Remedy Helpdesk


• Document all call information on NAV Notes Management


• Ensure interactions are captured on NAV for all outgoing Calls as well as SMS.


• Agents must ensure a 100% tagging of client’s interaction for SIPML clients.


• Providing reports on telephone interactions with clients


• Accurate and Timely collation and submission of weekly, monthly and yearly error-free reports assigned to agents.


• Displaying Professionalism/Product knowledge when interacting clients


• Deal with Clients in a Proficient and Professional Capacity, displaying a profound understanding of their enquiries while showing compassion and a pleasant personality.

Qualifications

• Minimum of a First Degree (BSC, B.A)


• Minimum of two (2) Nigerian Languages (Igbo/Yoruba/Hausa)


• Good analytical/numerical/communication and telephone skills, Excellent command of the English Language, Excellent use of MS Office applications, Minimum of two (2) Nigerian Languages, Customer Service roles and responding to Client Enquiries.