Customer Service Officer at PecanTrust Microfinance Bank Limited

Key Roles & Responsibilities

• Open and maintain customer accounts by recording account information
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Prepare product or service reports by collecting and analyzing customer information
• Identify and assess customers’ needs to achieve satisfaction
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Resolve customer complaints via phone, email, mail, or social media
• Greet customers warmly and ascertain problem or reason for calling
• Assist with placement of orders, refunds, or exchanges
• Inform customers of deals and promotions
• Sell products and services
• Compile reports on overall customer satisfaction

Qualifications & Attributes

• B.Sc Degree
• Experience in microfinance banking operations
• Minimum of 2 years experience in banking
• Proven customer support experience
• Strong phone contact handling skills and active listening
• Familiar with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Computer Skills
• Must be familiar with the microfinance regulatory and supervisory guidelines
• Demonstrated track record in people management.