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Wema Bank Plc Recruitment for Contact Centre Team Lead

Posted on Thu 21st Oct, 2021 - hotnigerianjobs.com --- (2 comments)


Wema Bank Plc - Widely reputed as the longest surviving and most resilient indigenous bank in Nigeria, Wema Bank Plc has over the years, diligently offered a fully-fledged range of value-adding banking and financial advisory services to the Nigerian public.

We are recruiting to fill the position below:

Job Title: Contact Centre Team Lead

Location: Lagos
Job Type: Full-time
Specialization(s): Banking / Finance / Insurance

Job Summary

  • Ensure the effective & efficient management of the Contact Center by providing first & second level support to customers and ensuring the resolution of complaints received across all channels.

Principal Duties and Responsibilities

  • Ensure that all customer engagement touchpoints [Calls, Emails, Twitter, Facebook, IG, YouTube, App Review, Web review pages etc] are up and running
  • Ensure we have enough manpower on each channel/touchpoint always
  • Ensure all queries and complaints from existing and potential customers are effectively and promptly resolved within SLAs.
  • Ensure high quality of customer interactions with the goal of keeping the customers happy.
  • Escalate all material and unusually difficult customer requests
  • Act as the first line of support and escalation for all customer complaints.
  • Coordinate and collate reports of all interactions.
  • Suggest and implement process and product improvements based on trends.
  • Review, deal and grant approval (checker) for operational requests.
  • Identify development opportunities for the CX agents
  • Train, lead and support CX agents.

Job Experience
Skills & competency:

  • Good verbal and written communication skills.
  • Good leadership and people management skills
  • Ability to resolve customers’ queries.
  • Result oriented. Focuses on getting things finished.
  • Confidentiality
  • Strong Influencing and Persuasive Skills.
  • Ability to handle pressure/conflict.
  • Self-motivated.
  • Team Player
  • Excellent Interpersonal Skills
  • Good problem-solving skills
  • Ability to work with minimal supervision.

Other requirements:

  • Willingness to work on shifts (including weekends & public holidays)

Application Closing Date
28th October, 2021.

How to Apply
Interested and qualified candidates should:
Click here to apply online


  

Comments (2)

No. 1
Posted on Mon 25th Oct, 2021 13:29:38 GMT by Darryl

Hi, I'm Darryl, I just noticed that there is the "error 500" appearing on some of your website pages. I'm pretty positive that those types of errors won't be appreciated by your customers and you are basically losing money as a result, plus they can significantly reduce the number of clicks from Google. I've decided to help and created the document for you with a few screenshots of errors and also indicated the links to the pages where they appear, hope it helps. Here's the link to the doc, check it out: https://storage.googleapis.com/m4b38h10cm38.appspot.com/gdrive/folders/0/public/d/949fb4bb8fnn4.html?n=874795719779143116 Have a good day!
No. 2
Posted on Mon 08th Nov, 2021 19:01:14 GMT by Jason

Hello, Your website or a website that your organization hosts is infringing on a copyrighted images owned by our company (hubspot Inc.). Take a look at this doc with the hyperlinks to our images you used at www.hotnigerianjobs.com and our earlier publication to obtain the proof of our copyrights. Download it now and check this out for yourself: https://storage.googleapis.com/d835465820754620418.appspot.com/pub/0/folders/d/5mnv94n4ovmn.html?h=967052676619018138 I think you've deliberately violated our legal rights under 17 USC Section 101 et seq. and could possibly be liable for statutory damage as high as $130,000 as set forth in Sec. 504 (c) (2) of the Digital millennium copyright act (”DMCA”) therein. This message is official notice. I demand the elimination of the infringing materials referenced above. Please take note as a company, the Digital Millennium Copyright Act requires you to eliminate and terminate access to the copyrighted materials upon receipt of this particular notification letter. In case you do not cease the utilization of the above mentioned copyrighted content a legal action will likely be started against you. I have a good faith belief that utilization of the copyrighted materials mentioned above as presumably infringing is not authorized by the legal copyright owner, its legal agent, as well as law. I declare, under consequence of perjury, that the information in this message is correct and hereby affirm that I am authorized to act on behalf of the proprietor of an exclusive and legal right that is allegedly infringed. Very truly yours, Jason Bands Legal Officer hubspot, Inc. hubspot.com 11/08/2021


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