Rapid Response & Service Recovery Officer at United Bank for Africa (UBA)

Candidate's Profile

• Our ideal candidate must have an impressive understanding of managing customers, monitoring and reporting the performance of deployed products, and business management.
• A team player, a strategic partner, a good listener, and a problem solver.

Job Objective(s)

• To provide timely resolution to both internal & external staff complaints.

Responsibilities

• Handling escalations on delayed responses/unresponsiveness of staff.
• Evaluating root cause of failures, identifying trends, and making recommendations on preventative measures.
• Escalation of issues impacting customer experience.
• Collaborating with resolution teams for closure of customer-related cases.
• Identifying areas of improvement or further efficiency potentials to optimize service recovery processes and customer experience.
• Carrying out triage of outgoing customer contact to ensure this is handled in the most appropriate manner and that customer satisfaction is restored.
• Carrying out day-to-day service recovery including liaising with customers and researching their concerns to resolve dissatisfaction at the earliest opportunity, whilst maintaining positive customer relations.

Qualifications

• Bachelor's Degree in any field.
• Minimum of two (2) years of relevant work experience.

What We Expect From You:

• High degree of professional ethics, integrity, and responsibility.
• Highly organised, proactive, ability to work independently and take ownership of tasks assigned.
• Team player with the ability to work under pressure and ability to work with a wide variety of people and maintain an excellent business relationship.
• High sense of confidentiality and discreteness.

What you should expect from Us

• Our corporate culture is defined by our core values. We do not just train our people to be the best in the job, we also offer encouragement, recognition, and rewards.
• Whatever level you are at in your career, we offer plenty of opportunities and support to build a rewarding career at UBA.
• Here in UBA, our employees are our greatest assets and so we built a recognition and reward system that boosts productivity and enhances staff retention, instituting a culture of meritocracy.