Contact Centre Officer - Yoruba / Igbo / Hausa
Stanbic IBTC Bank
Lagos, Nigeria
5d ago
source : Fuzu

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.

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
  • 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
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