Job FunctionsBankingIndustriesBanking / Finance & InvestmentSpecificationEDUCATION REQUIREMENTSMinimum Educational level- Diploma (OND/HND) in any social science or Art related discipline.Professional qualification in contact Centre management, customer service, operations, quality management would be an advantageAge27 yearsRole and Responsibilities
Handle customer enquiries professionally in line with stated service level agreements with other departments, respond to complaints / enquiries in a timely and courteous manner and demonstrate an effective feedback mechanism in the course of duty
Log in all queries using Group Response Portal (GRP) or any other CRM application at all times.
Download and handling of all open calls assigned on GRP.
Follow CS (Customer Service) policies, processes and procedures in the performance of their duty at all times.
Escalate unresolved issues to the Team Lead. In the absence of the Team Lead, an immediate
notification to the Head Customer Operation is mandatory.
Report system problems promptly to the Team Lead. Agent is fully responsible for his/ her operational
tools and he / she is fully responsible for the upkeep of assigned work tools.
Promote interaction and communication among Divisions to increase effectiveness and
understanding of the Customer service
Monitor personal call data and use it as a tool for continuous improvement.
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