• Application Deadline:
• Position: Service Recovery Officer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 0 - 2 years


• Location Lagos


• Job Field Customer Care 
  

Responsibilities

• Act as the first point of contact to Walk-in customers.


• Hears and resolves complaints from customers and other interested parties.


• Resolve customer issues within the scope of existing service levels


• Maintaining a positive, empathetic, and professional attitude toward customers always.


• Follow communication procedures, guidelines, and policies while resolving customers’ complaints through the experience center.


• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.


• Be very conversant with all the bank’s products to be better equipped to provide support to customers’ inquiries and complaints


• Ensure that all customer interactions, feedback, and complaints are appropriately logged for tracking.


• Ensure that all escalated disputes are properly reviewed and resolved within the agreed SLA according to CBN guidelines.


• Respond promptly and effectively to escalated disputes and communicate findings to customers.


• Providing feedback on the efficiency of the customer service process.


• Ensure customer satisfaction and provide professional customer support.


• Identify and assess customers' needs to achieve satisfaction.


• Build sustainable relationships through open and interactive communication.


• Ensure the highest level of service standards are maintained.


• Effectively listen to, understand, and clarify the concerns and issues raised by customers.


• Able to evaluate and select among alternative courses of action quickly and accurately.


• Able to use calming interpersonal skills to solve conflict as necessary.


• Maintain a clean and professional work environment at all times.


• Responsible for providing prompt yet personal service at all times.

Key Performance Indicators (KPI)

• Achieve a 95% first contact resolution


• Meet defined turnaround time for each category of complaint.


• Ensure high Telemarketing Conversion rate


• Consistent Call Quality


• Process Adherence


• Meet 100% sales target


• Achieve a 95% quality assurance score

Requirements

• HND/B.Sc


• Minimum of 0-2 years’ experience in a similar role


• Conversant with major Telephony and CRM applications used across the industry.


• Ability to deal with diverse problems using facts, judgment, and discretion to resolve them.


• Have an instinct for anticipating and handling problems, crafting solutions, and communicating them to clients


• Ability to probe effectively for understanding.


• Listening attentively to customers on every complaint.


• Offer customers a solution or an alternative that best meets their needs.


• Ability to use calming interpersonal skills to solve conflict as necessary.


• Uses oral communication to listen and get clarification and responds to all requests in the best tone.


• Great Interpersonal communication skills.


• Knowledge of customer service practices and principles


• An understanding of banking procedures and policies and Computer literacy


• A high degree of intelligence, communication, and analytical skills


• Knowledge of the Financial Advisory and Intermediary Services Act