Customer Support Officer
Edge Recruiter Nigeria Ltd.
Lagos, NG
3d ago

Our client is a Digital Bank who requiring the services of Customer Support Officers, to assist with resolving customer queries, recommending solutions, and guiding product users through features and functionalities

Job Description

  • Manage incoming calls, e-mails, in-app notifications and chats according to set standards and performance metrics.
  • Ensure that inquiries are promptly resolved and provide assistance in any necessary escalation.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
  • Keep accurate records of customer interactions, process customer accounts and file documents in appropriate systems.
  • Follow communication procedures, guidelines and policies.
  • Identify and assess customers’ needs to provide the necessary information or solution to achieve satisfaction.
  • Build sustainable relationships and trust with customer accounts through open and interactive communication.
  • Observe the overall process and trends across customer contacts and identify improvement areas, assist with creating templates and updating guidelines.
  • Perform customer surveys when needed.
  • Call customers that have taken a loan to welcome as our client customers, ask for feedback on the mobile app and service and guide them through the repayment options.
  • Perform KYC checks for the lending process according to set guidelines.
  • Contact customers to request additional information or validate already provided information.
  • Reach out to customers that are late with their payments, providing instructions on how to repay the loan, offering payment arrangements and trying to achieve promise to pay.
  • Assist in fraud prevention and detection, documenting suspicious activity.
  • Requirements

  • Previous experience with up to 5 years in a customer-facing role, familiar with its principles and practices.
  • Strong verbal and written communication skills in English.
  • Aptitude to learn and master processes and modern systems / technology for managing customer communication. Familiarity working with ticketing and CRM systems (Zendesk, Freshdesk, etc.) is an advantage.
  • Respectful of others, both customers and team members.
  • Problem solver. Must be capable of uncovering issues and resolving them quickly and effectively.
  • Can take charge in challenging situations and keep composure if things get tense.
  • Accurate and detail oriented.
  • Ability to adapt to changes with optimism.
  • Comfortable with open feedback culture, craving information and excited to learn new things.
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