• Application Deadline:
• Position: Contact Center Agents (Hausa or Igbo )


• Job Type Contract


• Qualification BA/BSc/HND , MBA/MSc/MA


• Experience 1 - 2 years


• Location Lagos


• Job Field Customer Care 
  

Job Overview:

• Engage current and potential customers to provide support, ensure customer satisfaction and retention towards the fulfilment of the strategic goal of the business at large.

Responsibilities:

• Staying informed on social media trends, innovations, and changes.


• Act as the first point of contact to customers.


• Resolve customer issues within the scope of existing service level agreements.


• Maintaining a positive, empathetic, and professional attitude toward customers at all times.


• Follow communication procedures, guidelines, and policies while resolving customers’ complaints through multiple channels.


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


• Acknowledging and resolving customer complaints.


• Knowing our products inside and out so that you can answer questions and resolve them.


• Keeping records of customer interactions, transactions, comments, and complaints.


• 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


• Provide feedback on the efficiency of the customer impacting processes for improvement purposes.


• Ensure customer satisfaction and provide professional customer support. 


• Identify and assess customers' needs to achieve satisfaction.


• Build sustainable relationships of trust through open and interactive communication


• Ensure the highest level of service standards are maintained.

Requirements

• HND/B.Sc(MBA added advantage)


• Minimum of 1-2 years’ experience in similar role.


• Excellent knowledge of social media best practices.


• Ability to effectively use a variety of social media platforms, such as Twitter, Facebook, Instagram, LinkedIn, and Google+.


• ·Working knowledge of social media tools, such as HootSuite, Buffer, and Google Analytics


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


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


• Have an instinct around anticipating and handling problems, crafting solutions, communicate them to clients


• Ability to probe effectively for understanding.


• Listening attentively to customers on every complaint.


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


• Knowledge of customer service practices and principles


• An understanding of banking procedures and policies and Computer literacy


• High degree of intelligence, communication and analytical skills


• Knowledge of the Financial Advisory and Intermediary Services Act.