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  • Posted: Jun 21, 2021
    Deadline: Not specified
  • Stanbic IBTC Holdings PLC is a full service financial services group with a clear focus on three main business pillars - Corporate and Investment Banking, Personal and Business Banking and Wealth Management. Stanbic IBTC Bank legally became part of Standard Bank Group 24th August 2007. The Standard Bank Group merged its Nigerian operations, Stanbic Bank Nig...
    Read more about this company


    Contact Centre Officer - Hausa

    Job ID: 56480
    Location: Lagos Island, Lagos
    Job Sector: Financial Services

    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 Responsibilities/Accountabilities
    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

    Preferred Qualification and Experience

    • Minimum of a First Degree
    • Minimum of two (2) Nigerian Languages. Hausa and either Yoruba/Aba

    Method of Application

    Interested and qualified? Go to Stanbic IBTC on to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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