Service Support Officer at Nigeria Inter-Bank Settlement System Plc - NIBSS

Department: Support Services
Division: Technology & Operations
Reports to: Head, Support Services

DUTIES AND KEY RESPONSIBILITIES

• Identify and handle customer enquiries completely and accurately.
• Resolve customer complaints and problems to the satisfaction of the customer
• Use customer service skills to optimize the opportunity of each customer contact
• Educate customers about NIBSS products and services and direct them towards available resources for self-help
• Complete necessary documentation to manage customer complaints, issues and subsequent solutions
• Alert management on issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
• Follow up on all escalated issues until a logical conclusion is reached
• Schedule, assign or act on any required customer follow up in accordance with department guidelines.
• Use technology tools as directed and within established guidelines
• Enter customer data and other relevant information into Support Centre database or other data repository, as required.
• Suggest process improvements and participate in initiatives for increased effectiveness.
• Maintain confidentiality of the organization's customer data.
• Participate in individual and team trainings and meetings to ensure up-to-date knowledge.
• Respond to inbound service requests and customers inquiries routed to the centre via telephone and email in a knowledgeable and timely fashion. 
• Provide information and technical support concerning dispute processes, and assist in determining resolution for customers.

COMPETENCY REQUIREMENTS
The desired candidate must exhibit competencies in the following:

• Knowledge of Service Desk Operations 
• Exceptional verbal and written communication skills
• Ability to organize and communicate information clearly
• Problem-solving and analytical skills
• Positive, professional, customer-oriented attitude
• Customer contact work or relevant service industry experience
• Knowledge of all NIBSS products 
• Enhanced Customer Knowledge Management
• Professionalism in Customer Service Management

REQUIRED EXPERIENCE

• 0 - 2 years of relevant experience related to the Job

REQUIRED QUALIFICATION

• Bachelor's degree from an accredited University;
• A master's degree or its equivalent will be an added advantage