Customer Service Representative at Workforce Group

Job objective(s):

• Provides customer service support by obtaining, analyzing and verifying the accuracy of information in a timely manner.
• Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of Customer satisfaction is maintained.
• Prepares customer service summary reports. Co-ordinates the handling of difficult and/or unusual customer related issues.

Duties & Responsibilities

• Resolve 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.
• Receives processes and verifies the accuracy of complaints from customers utilizing the Bank’s internal CRM system.
• Ensures and provides quality service to both internal and external customers.
• Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports.
• Recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of all customer service department as a whole.

Qualifications

• At least 1 year of relevant work experience
• BSc or HND
• Good knowledge of the industry
• knowledge of customer resolution processes and procedure
• Sound knowledge of the Banks products & services.

Skills/Competencies:

• Good interpersonal and communication skills
• Good time management skills
• Problem Solving skills
• Good relationship management skills
• Good technical skills