Team Lead, Social Media and Web Chats at First Bank of Nigeria Limited

First Bank of Nigeria Limited (FirstBank) is Nigeria's largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, FirstBank has over 750 branches providing a comprehensive range of retail and corporate financial services. The Bank has international presence through its subsidiaries, FBN Bank (UK) Limited in London and Paris, FBNBank DRC, FBNBank Ghana, FBNBank Gambia, FBNBank Guinea, FBNBank Sierra-Leone and FBNBank Senegal, as well as its Representative Offices in Johannesburg, Beijing and Abu Dhabi.

We are recruiting to fill the position below:

Job Title: Team Lead, Social Media and Web Chats

Job Identification: 602
Location: Lagos

Duties & Responsibilities

• Manage the team
• Track all interactions (complaints, requests, and enquiries) are attended to within the agreed TAT
• Ensure that complaints are logged and sent to the appropriate unit for assistance
• Ensure customers are given timely feedback on the status of their complaints and informed of final resolution
• Mentoring and coaching of team members
• Review work done by team members
• Confirm active access rights of team members at regular intervals
• Ensure that chats are responded to promptly and escalate to supervisor if there is a need for ad-hoc services
• Social media management and administration

Job Requirements

• Social media expertise
• First Degree in any relevant discipline but preferably Arts/ Social Sciences

Application Closing Date
22nd July, 2022.