Customer Service Officer at GTI Group

Job Description

• Attend courteously and professionally to all callers/clients that contact our office(s) and ensure that their inquiries, issues or requests are attended to within the shortest possible time or as stipulated.
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
• Keep records of all conversations and update the CRM database and other databases in a comprehensible way.
• Record and relay to the right persons, all calls and inquiries via telephone, social media or online chat.
• Provide necessary information needed to generate reports on a monthly basis and also a comprehensive report on a quarterly basis in respect of all the clients under management.
• Comply with timelines as detailed under the organization manual.
• Build sustainable relationships and engage current and potential clients.
• Seize opportunities to upsell the company's various products, when they arise.
• Make outbound calls to aid in bonding with clients.
• Provide support for all client-related activities.
• Execute any other responsibilities as may be assigned to you by the Managing Director or the HODs
• Prompt handling of customers’ enquiries on accounts and other requests.
• Timely and controlled processing of cash, funds transfer and account opening requests and in line with policies and agreed on Turn-Around-Time (TAT).
• Prompt handling of customers’ account maintenance requests and in line with policy.
• Ensure ’ Know Your Customer forms and mandates (including signature verification) are effectively processed.
• Ensure first level transaction call-over on daily transactions to promptly address identified gaps.
• Participation in testing of company's application and other automated platforms as they concern Operations.
• Perform other function as may be assigned by the Chief Operating.

Requirements
Qualification / Education:

• Bachelor's Degree or it's equivalent.
• A minimum university degree with a minimum grade of 2.2 - professional qualifications will be of high advantage.
• 2 - 5 years work experience.

Key Skills:

• Analytical/ Initiative Skills
• Excellent Interpersonal Skills & Good Customer Relations
• Strategic Orientation
• Ability to work under pressure
• Ability to work in team(s).
• Outstanding organizational abilities.
• Aptitude in decision-making and problem-solving.
• Working knowledge of data analysis and performance/operation metrics.