Contact Centre Officer (Yoruba / Igbo / Hausa) at Stanbic IBTC

Job ID: 64304
Location: Lagos Island, Lagos
Job Type: Full-Time Regular
Career Area: Consumer & High Net Worth

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

• 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.

Qualifications

• Minimum of a First Degree (BSC, B.A)
• Minimum of two (2) Nigerian Languages (Igbo/Yoruba/Hausa)
• Good analytical/numerical/communication and telephone skills, Excellent command of the English Language, Excellent use of MS Office applications, Minimum of two (2) Nigerian Languages, Customer Service roles and responding to Client Enquiries.