AB Microfinance Bank Nigeria Limited is a member of an international network of Microfinance Banks under Access Holding Microfinance AG(www.accessholding.com), with its Head office in Berlin, Germany.
The Group provides world class banking services to micro, small and medium enterprises and private individuals in Africa and Asia. It has been spreading out to other countries across the globe rapidly.
We are recruiting to fill the position below:
Job Title: Customer Support Officer (Contract Staff)
Location: Lagos
Job Description
Providing information to Clients and Non-clients:
- The CSO will provide information about all types of products and services that ABN offers to clients and non-clients but should put into consideration the types of information that are restricted (confidential) and such will only be issued out by the official appointed personnel (e.g. when a Customer Care Staff is to speak to media or any third party/visitor).
- Receiving of inbound calls, emails and social channel messages (online chat, WhatsApp, BBM) as well as attending inquiries brought forward from clients who seek to understand / clarifications of some issues received.
- Making of outbound calls to extend information and services to clients, for survey purposes, for customer satisfaction insights, etc.
- A CSO also increases the ability of the bank to reach out customers outside the bank’s traditional geographical market areas because of the easy access.
- A CSO will answer telephone calls to obtain information; interviewing clients; verifying information.
- Informing clients by explaining procedures; answering questions; providing information.
Providing solutions to current issues:
- Answering / providing solutions to customer to his / her satisfaction within a single call without being put on hold during the call or switching calls from one CSO to another.
- Receiving inbound calls, emails and social channel messages that reports technical failures, emergency calls etc. respond to them and report some of them to the respective department for a follow up or giving a solution.
- Making follow ups of all pending issues once reported and making of appointments.
- Maintaining and improving quality results by adhering to standards and guidelines; recommending improved procedures.
Person Specification
Necessary experience and knowledge:
- Minimum qualification: OND in any related field
- Customer-oriented, problem-solving skills
- Computer literacy; Word, Excel and good typing skills
- Good familiarity of new technology and social media
- High degree of accuracy and responsibility
- Ability and willingness to work in a team
- Soft Skills
- Excellent communication skills
- Excellent problem identification and problem solving skills
Application Closing Date
14th April, 2016.
Method of Application
Interested and qualified candidates should send their Cover letter and CV's as an attachment to:
[email protected] All Cover letters MUST state how you qualify for the role based on the requirements for the respective job title.
Note: Please ensure that you indicate job title as the SUBJECT of the mail. Failure to comply would disqualify your application. Only shortlisted candidates will be contacted.