Stanbic IBTC Bank is a leading African banking group focused on emerging markets globally. It has been a mainstay of South Africa's financial system for 150 years, and now spans 16 countries across the African continent.
Standard Bank is a firm believer in technical innovation, to help us guarantee exceptional client service and leading edge financial solutions. Our growing global success reflects our commitment to the latest solutions, the best people, and a uniquely flexible and vibrant working culture. To help us drive our success into the future, we are looking for resourceful individuals to join our dedicated team at our offices.
We are recruiting to fill the position below:
Job Title: Consultant, Customer Experience
Job Ref ID: 80453288A-0001
Location: Walter Carrington Crescent, Lagos
Job Type: Full-time
Job Description
- Responsible for defining, understanding and adherence to our service standards across the network by making sure that our service touch points are adequately equipped to deliver service optimally.
- Responsible for defining recovery strategies due to service failures as well as service monitoring at different customer touch points.
- Responsible for coordinating service measurement interventions (ISS, Mystery shopping Voice of customer survey etc).
- Track and report trend of exceptions and exceptional service identified in the network.
- Coordinate stakeholder engagement for the team ( Post mystery shopping engagement, post ISS etc.)
- Track and report trend of exceptions and exceptional service identified in the network.
Qualifications
- BSc Degree in any related field.
- Professional Certification can be an added advantage.
Experience:
- Minimum of 5 years experience in customer experience/customer facing related roles.
Behavioural Competencies:
- Interacting with People
- Interpreting Data
- Managing Tasks
- Meeting Timescales
- Upholding Standards.
Technical Competencies:
- Creative Mindset
- Excellent interactive and assertive skill
- Attention to detail.
- Good innovative skills
- Good Excel and Power Point skills.
Application Closing Date
Not Specified.
https://www.hotnigerianjobs.com/hotjobs/906894/consultant-customer-experience-at-stanbic-ibtc-ban.html