Customer Experience Agent at Strategic Outsourcing Limited

Job Brief

• We are recruiting over 200 Customer Experience Agents for our client a commercial bank offering retails services to its customers.
• The CEA will be the liaison between our client and its current and potential customers
• The successful candidate will help customers with their questions and address issues regarding products or services
• The CEA will be responsible for providing support from start to finish to effectively resolve customer inquiries or concerns, keeping customer satisfaction at the core of every decision and behaviour.

Responsibilities

• Always provide splendid customer services to customers in a friendly and courteous manner.
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Callcustomers to inform them about the company’s new products, services, and policies.
• Guide callers through troubleshooting, navigating the company site or using the products or services.
• Review customer accounts, providing updates and information.
• Collaborate with other Customer Experience professionals to improve customer service.
• Have sufficient knowledge about the bank's products and services and respond to all inquiries accordingly.
• Improve customers’ banking experience with the bank by ensuring that the customers are attended to promptly and all their challenges are resolved without delay.
• Ensure that all the bank’s policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties.
• Ensure that customers’ confidential information is properly protected and only used for official purposes.
• Channel complex customer complaints and challenges to the right quarters for effective resolution.

Requirements and Skills

• Interested candidates should possess an HND, NCE or OND in relevant fields with 1 - 2years work experience.
• Previous experience in a customer support role in banking, personal banking, retail banking or financial services.
• Strong telephone and verbal communication skills and active listening and time management skills
• Familiarity with CRM systems and practices
• Customer focus, Customer satisfaction-oriented and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively.
• Excellent sales skills.