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