Customer Experience Executive at ARM Hold Co.

Location: Ikoyi, Lagos

Job Description(s)
Resolve customer complaints and enquiries, organize and coordinate office operations and procedures in order to ensure organizational effectiveness and efficiency.

Duties and Responsibilities

• Resolve Customer / Channel Partner complaint in a timely manner.
• Achieve a high percentage (80%) of First Call Resolution.
• Ability to accomplish issuance of policies and resolution of customer and intermediary queries.
• Promote the organization’s products and services.
• Take full accountability for dealing with relevant customer complaints, queries and request from start to the end of the process on CRM.
• Quality and timely processing of client queries, complaints and policy related issues.
• Prompt processing of complaint received from customer (100%)
• Contribution to business process improvement including the Company’s systems infrastructure.
• Preparation of weekly reports entailing daily activities and also generating the Key Risk Indicators Report on monthly basis.
• Complaint MIS and Dashboard collation and analysis.
• Attend to walk in Customers and provide resolution at branch level.
• Follow up with customers, sales and HO for resolutions in case of escalated cases.
• Ensure that professional and courteous service is provided to intermediaries and customers.

Key Performance Indicators:

• Processing Accuracy for Requests received from customers both internal and External.
• Processing TAT maintained for Applications & Service Request received within Cut off.

Requirements
Education:

• A degree in the Social Sciences or Humanities.

Experience:

• Minimum of 3 years' experience in Customer Services or Operations in a financial sector.
• Industry experience would be of added advantage.

Key Competencies and Skills:

• Customer Handling skills.
• Ability to communicate and coordinate effectively as per business requirement.
• Ability to develop, implement and maintain agreed management information and quality controls.
• Data analytical skills.
• Proficiency in using databases and office management software including MS Word and Excel.
• Ability to differentiate between various kinds of documents and follow appropriate processes.
• Ability to compile and generate daily/weekly/monthly BCX reports.