Customer Service Officer
PecanTrust Microfinance Bank
Lagos, Nigeria
1d ago

s & Responsibilities

  • Open and maintain customer accounts by recording account information
  • 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

  • Recommend potential products or services to management by collecting customer information and analyzing customer needs
  • Prepare product or service reports by collecting and analyzing customer information
  • Identify and assess customers’ needs to achieve satisfaction
  • Provide accurate, valid, and complete information by using the right methods / tools
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts, and file documents
  • Resolve customer complaints via phone, email, mail, or social media
  • Greet customers warmly and ascertain problem or reason for calling
  • Assist with placement of orders, refunds, or exchanges
  • Inform customers of deals and promotions
  • Sell products and services
  • Compile reports on overall customer satisfaction
  • Qualifications & Attributes

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  • B.Sc Degree
  • Experience in microfinance banking operations
  • Minimum of 2 years experience in banking
  • Proven customer support experience
  • Strong phone contact handling skills and active listening
  • Familiar with CRM systems and practices
  • Customer orientation and ability to adapt / respond to different types of characters
  • Excellent communication and presentation skills
  • Computer Skills
  • Must be familiar with the microfinance regulatory and supervisory guidelines
  • Demonstrated track record in people management.
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