Customer Support Officers at AB Microfinance Bank

Job Description
Providing information to Clients and Non-clients:

• The CSO will provide information about all types of products and services that ABN offers to clients and non-clients but should put into consideration the types of information that are restricted (confidential) and such will only be issued out by the official appointed personnel (e.g. when a Customer Care Staff is to speak to media or any third party/visitor).
• Receiving of inbound calls, emails and social channel messages (online chat, WhatsApp, BBM) as well as attending inquiries brought forward from clients who seek to understand / clarifications of some issues received.
• Making of outbound calls to extend information and services to clients, for survey purposes, for customer satisfaction insights, etc.
• A CSO also increases the ability of the bank to reach out customers outside the bank’s traditional geographical market areas because of the easy access.
• A CSO will answer telephone calls to obtain information; interviewing clients; verifying information.
• Informing clients by explaining procedures; answering questions; providing information.

Providing solutions to current issues:

• Answering / providing solutions to customer to his / her satisfaction within a single call without being put on hold during the call or switching calls from one CSO to another.
• Receiving inbound calls, emails and social channel messages that reports technical failures, emergency calls etc. respond to them and report some of them to the respective department for a follow up or giving a solution.
• Making follow ups of all pending issues once reported and making of appointments.
• Maintaining and improving quality results by adhering to standards and guidelines; recommending improved procedures.

Person Specification
Necessary experience and knowledge:

• Minimum qualification: OND in any related field
• Customer-oriented, problem-solving skills
• Computer literacy; Word, Excel and good typing skills
• Good familiarity of new technology and social media
• High degree of accuracy and responsibility
• Ability and willingness to work in a team
• Soft Skills
• Excellent communication skills
• Excellent problem identification and problem solving skills