Contact Centre Officer - Hausa at Stanbic IBTC

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