Service Support Officer at United Bank for Africa (UBA)

Job Objective(s)

• Resolve service problems by clarifying 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
• Monitor requests and complaints lodged against Corporate Services on the GRP to ensure all requests/complaints are resolved within stipulated TAT
• Recommend potential services by collecting customer information and analyzing customer needs
• Prepare product or service reports by collecting and analyzing customer information
• Contribute to team effort by accomplishing related results as needed
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Read from scripts
• Handle changes in policies or renewals
• Resolve customer complaints via phone, email, mail or social media.

Minimum Education Qualifications

• First Degree in a relevant discipline from a recognized university
• Master's Degree or a professional qualification will be an advantage

Previous Work Experience Requirements:

• Minimum of 1 year experience.

Skills Required:

• Communication
• Teamwork
• Customer Service
• Conflict Resolution
• Judgment & decision making.
• Complex Problem Solving.
• Excel & PowerPoint Presentation skill.

Knowledge:

• Proven customer support experience
• Knowledge of functions of different roles within Corporate Services
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize and manage time effectively.