Head, Customer Service at TechAdvance

Reporting Line: Banking Operations and Compliance Manager

Job Location: Victoria Island, Lagos

Job Purpose:This role provides support to the Banking Operations Manager to ensure compliance of all policies and procedure, promote and sell banking product and services, supervise and support the staff to deliver excellent customer service.

Responsibilities

• Assist in developing, presenting, and implementing policies and procedures to make sure company customers have a satisfactory experience when using its services
• Reach out to customers through technology or in person, communicating to them about the company’s services, and finding out about new services they want the company to offer
• Provide routine report to appropriate company managers and also customers about achievements and improvements planned to address prevalent deficiencies
• Train new staff on customer service techniques and skills
• Receive and respond to customer service inquiries
• Promote company’s product and services
• Identify needs/wants of customers
• Perform verification of customers and persuade customers until they reconsider any cancellation made
• Educate customers on deals and promotions the company is offering and resolve complaints through phone, email, or social media
• Reach out to customers via phone call; verifying information regarding their account
• Ensure record of payment information and other pertinent information such as addresses and phone numbers are properly kept
• Handle product recalls and assist in selling products and services

The Ideal Person:

The Ideal candidate must have:

• A degree in marketing or any related course;
• Excellent verbal & written communication skills
• Ability to handle pressure
• Good management skills, and the ability to pay attention to details
• Good organizational, interpersonal, and problem-solving skills
• Peoples skills
• Active listener

Experience:

5+ experience in a banking industry