Customer Service Management Executive at Stanbic IBTC

About the Job

• Providing world class customer service when handling incoming and outgoing customers’ calls.
• Take appropriate action to efficiently resolve issues.
• Identify customers need for additional Rogers's products and services.
• Accountability - Taking responsibility for resolving customers’ complaints/issues from beginning to end.
• Feedback - Receiving and incorporating feedbacks from customers to improve personal and business performance.
• Resolution - Communicate progress and resolution of issues to internal and external customers
• Generation of Daily, Weekly and Monthly Customer Complaints Report.
• Providing world class customer service when handling incoming and outgoing customers’ calls.
• Take appropriate action to efficiently resolve issues.
• Identify customers need for additional Rogers's products and services.
• Accountability - Taking responsibility for resolving customers’ complaints/issues from beginning to end.
• Feedback - Receiving and incorporating feedbacks from customers to improve personal and business performance.
• Resolution - Communicate progress and resolution of issues to internal and external customers
• Generation of Daily, Weekly and Monthly Customer Complaints Report.
• Providing world class customer service when handling incoming and outgoing customers’ calls.
• Take appropriate action to efficiently resolve issues.
• Identify customers need for additional Rogers's products and services.
• Accountability – Taking responsibility for resolving customers’ complaints/issues from beginning to end.
• Feedback - Receiving and incorporating feedbacks from customers to improve personal and business performance.
• Resolution - Communicate progress and resolution of issues to internal and external customers
• Generation of Daily, Weekly and Monthly Customer Complaints Report.
• Listening to customers, analyzing their needs and offer adapted solutions to their needs and complaints
• Contact customers who lodge complaints and regularly update them on the stage of resolution.
• Complaints Tracking and Documentation. Ensure proper record keeping in terms of regulatory requirements.
• Assist in developing and maintaining an up-to-date database of customers’ complaints, providing the foundation for effective customer profiling.
• Reporting, tracking and ensuring final resolution of customer issues using the Bank’s CRM systems and tools.