Contact Centre Officer - Yoruba/Igbo/Hausa at Standard Bank - JOB-SCHOLARSHIP TURF

 

             JOB PURPOSE

       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.

 

KEY RESPONSIBILITES
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

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

 

Location: Lagos

 

Application Closing Date: Not specified

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