JOB TITLE: Service Support Officer
JOB LOCATION: Lagos
Job Type: Permanent
JOB DETAILS:
Candidate’s Profile:
- We are looking for a candidate with a service mind-set to manage and resolve all service complaints.
- Our ideal candidate must be customer-focused and result-oriented with at least 2 year’s related experience.
Job Objective (s)
- To provide answers to service questions and provide additional support where needed.
- Manage and ensure all service complaints lodged are resolved within stipulated TAT.
- The Service Support Officer is also required to collate Corporate Services operations data, analyze it and proffer improvements to processes.
Responsibilities
- Resolve service problems by clarifying 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.
- Monitor requests and complaints on customer request applications to ensure all requests/complaints are resolved within stipulated TAT.
- Recommend potential services by collecting customer information and analysing customer needs.
- Prepare product or service reports by collecting and analysing customer information.
- Contribute to team effort by accomplishing related results as needed.
- Identify and assess customers’ needs to achieve satisfaction.
- Build sustainable relationships of trust through open and interactive communication.
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Handle changes in policies or renewals.
- Resolve customer complaints via phone, email, or social media.
Qualifications
- First Degree in a relevant discipline from a recognized university
- 2 years related experience.
Knowledge & Skills Required:
- Proven customer support experience.
- Knowledge of functions of different roles within Corporate Services.
- Track record of over-achieving quota.
- Strong phone contact handling skills and active listening.
- Familiarity with CRM systems and practices.
- Customer orientation and ability to adapt/respond to different types of characters.
- Excellent data analytics skills.
- Excellent communication and presentation skills.
- Ability to multi-task, prioritize and manage time effectively.
- Good communication skills.
- Conflict resolution skills.
- Judgment & decision making skills.
- Complex problem solving skills.
What We Expect From You:
- High degree of professional ethics, integrity and responsibility.
- Highly organised, proactive, ability to work independently and take ownership of tasks assigned.
- Team player with ability to work under pressure and ability to work with a wide variety of people and maintain excellent business relationship.
- High sense of confidentiality and discreteness.
What You Should Expect From Us:
- Our corporate culture is defined by our core values. We do not just train our people to be the best in the job, we also offer encouragement, recognition, and rewards.
- Whatever level you are at in your career, we offer plenty of opportunities and support to build a rewarding career at UBA.
- Here in UBA, our employees are our greatest assets and so we built a recognition and reward system that boosts productivity and enhances staff retention, instituting a culture of meritocracy.
Apply Now
Deadline: March 14, 2022
Job Features
Job Category | Customer Care |