• Application Deadline:
• Position: Client Experience Executive


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 - 5 years


• Location Lagos


• City Yaba


• Job Field Customer Care 
  

Responsibilities

• Cultivating solid relationships with clients through the provision of exceptional after-sales service.


• Creating a positive on boarding experience for all new clients.


• Regularly interacting with clients through telephone calls, email communications, or face-to-face meetings.


• Persuade customers to reconsider the rollover of their investments instead of liquidation.


• Investigate and solve customers' problems, which may be complex or long-standing, that have been passed on by customer service assistants.


• Develop feedback or complaints procedures for customers to use.


• Improve customer service procedures, policies and standards for your organization or department.


• Learn about your organization’s products or services and keep up to date with changes.


• Keep accurate records of discussions or correspondence with customers.


• Conduct studies and research to discover new techniques necessary for improving client experience.


• Source for new business prospects and follow up on referrals from existing clients.


• Ensure that all records of all existing and potential clients are properly maintained and updated.


• Ensure timely communication of information regarding investments to both client and management.


• Ensure effective and timely communication of information to both client and management on any pre-liquidation and post liquidation of investment.


• Ensure that client inquiries are responded to in a timely and professional manner.


• Ensuring that the correct terms of sale are entered into the client database to prevent avoidable billing issues.


• Draft client service agreement providing details on scope of service and compensation.


• Provide accurate, valid and complete by using the right methods/tools


• Keep records of customer interactions, process customer accounts and file documents.


• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Requirements and Skills

• B.Sc / BA in Business Administration, Marketing or any Finance related field.


• Required experience of 3 - 5 years as a Client Relations Manager or Relationship Manager.


• Gender preference: Female


• Background in customer service industry


• A customer-oriented attitude


• Excellent communication and negotiation skills


• Problem-solving aptitude


• Ability to work well with a team


• Excellent interpersonal skills.


• Ability to network and build business relationships.