Jobs at Baobabplus

Mission

• The Customer Experience Associate will effectively manage Customers by providing telephonic assistance in a 360-degree focused Call Centre.
• The job holder will Provide full services which include responding to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information to all Baobabplus existing and potential stakeholders.
• You will also inform customers of the product terms and features and project a professional company image through voice and online interactions

Responsibilities

Customer Support

• Answering phones from customers professionally and responding to customer inquiries and complaints.
• Handling and resolving customer complaints regarding product, sales and customer service problems.
• Managing communication and coordination with internal departments.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Identifying and escalating priority issues as may be necessary.
• Following up complicated customer calls where required.
• To understand customers' complaints/requests and close as First Time Resolution (FIR) and escalate where necessary.
• To ensure customer satisfaction is achieved in every interaction recorded.
• Ensure you follow the customer service script provided for uniformity.
• Engage in telesales activities to all prospects/leads from marketing campaigns.
• Engage in telesales activities to existing clients on products and services.
• Monitor sales and conversion performance
• Engage in outbound call activities for survey plans.

Profile

• OND/HND in any field.
• Fresh graduate with passion for customer service
• Excellent Listening and Probing skills.
• Excellent time management and organizational skills.
• Ability to use basic computer software.
• The ability to handle rejection and stress in soliciting customers.
• Excellent time management and multitasking skills.
• Knowledge of 1 or more of the 3 major Nigerian languages. Reporting Customer Experience Manager.

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Mission

• Lead and guide a strategic Digitization of Baobab’s commercial business leveraging technology and driving the fintech execution capabilities in alignment with strategic initiatives consistent with Baobab’s culture.
• Drive digital innovation and serve as a change agent throughout the organization
• Set and implement the digital strategy by working with cross-functional partners to map and transition analog processes to digital ones
• Be an evangelist, championing the use of digital technology and practices to engender a digital mindset from the top down
• Ensure collaboration, knowledge sharing, and digital best practices among partners and colleagues to help establish a robust digital ecosystem
• Develop and manage product roadmaps
• Develop pricing and positioning strategies
• Work with operations to achieve customer satisfaction using the products
• Actively participate with product development and architectural teams to define product requirements, specifications, and acceptance testing criteria
• Define product roadmap to meet market requirements in support of product line strategy by considering the position in the life cycle, product profitability, pricing strategies, client satisfaction, and sales success rate
• Oversee annual strategic long-range planning market sizing, ongoing revenue and expense forecasting, and budgeting
• To identify possible alliances and grow the Bank’s digital banking eco-system and client value proposition
• Build a dedicated team to drive digital capabilities, program management, and associated change management across the enterprise. As a strategic leader, this role leverages a deep understanding of digital business processes and technology applications to design and deliver appropriate transformation programs.
• Promoting teamwork by building an effective team committed to organizational goals
• Must be able to make decisions based on precedent and solve arising problems using sound judgment, experience, and data gathered through research

General Responsibilities

• Accountable for the transformative design, deployment, and integrated delivery of Baobab’s next-generation business solutions.
• Work with teams across the business to generate innovative digital solutions for products, services, processes, customer experiences, marketing channels, and business models
• Lead the technical design, deployment, transition, and ongoing solution support.
• Identify and manage multiple vendors required for the delivery during the program.
• Collaborate with IT leadership to identify new and emerging technologies for digital transformation.
• Build the initial commercial transformation team and provide leadership and vision for direct reports within the team.
• Lead and motivate a high-performing team of senior managers, individual contributors, and external resources.
• Collaborate across boundaries to define and execute business priorities.
• Lead the creation and refinement of key strategies within the scope of the role.
• Provide leadership to teams in managing business transformation initiatives/projects.
• Provide oversight for multiple digital solutions from vendors, custom solutions, and internal resources.
• Identify and implement key metrics and monitors to ensure project and initiative deliverables are achieved.
• Organize and lead a highly technical global team for scale and growth.
• Drive the delivery of Baobab’s commercial business objectives.

Required Profile

• Minimum of M.BA/M.Sc; additional qualifications and certification in relative business schools or equivalent will be an additional advantage.
• You have a minimum of 5/8 years Microfinance banking and job related experience;
• Experience in leading digital strategy and projects; Experience in microfinance would be a plus (but not an obstacle);
• You are known for your rigour, your organisation, and the relevance of your analyses;
• You show a true passion for digitization, and a real appetite for transformation.
• Your excellent communication skills allow you to build strong relationships with our partners and to participate in various committees.