Contact Centre Officer – Hausa / Yoruba Job At Stanbic IBTC Bank

Contact Centre Officer – Hausa / Yoruba
  • Full Time
  • Nigeria

Stanbic IBTC Bank

Contact Centre Officer – Hausa / Yoruba Job Vacancy At Stanbic IBTC Bank

A Contact Centre Officer – Hausa / Yoruba job vacancy is currently available at Stanbic IBTC Bank. Applications are hereby invited from suitably qualified individuals who possess all the below-listed criteria.

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Job Purpose

  • Agents are to ensure customer satisfaction and retention (customer loyalty) in their day-to-day activity as well as provide channels to improve on the current processes to enhance world-class service delivery to clients. Also to act as the first contact person for all clients’ enquiries.

Contact Centre Officer – Hausa / Yoruba Key Responsibilities / Accountabilities

Contact clients and provide pension  service information via outgoing calls:

  • Make daily outbound calls as well as assist customers who have enquiries.
  • Maintain warm, cheerful and professional responses to clients’ enquiries.
  • Follow up calls of clients with peculiar enquiries and requests as well as liaising with other departments regarding clients’ issues.
  • Achieve customer loyalty and retention.
  • Continuous feedback surveys to understand the client’s perception of SIPML’s service and identify areas that need improvement.
  • Telemarketing of SIPML products and services via customer loyalty campaigns

Provide prompt resolution of requests on Remedy Helpdesk:

  • Achieve100% treatment of Calls and SMS requests on Remedy Helpdesk within service level agreement.
  • Achieve zero error rate in Remedy Helpdesk resolutions and 100% reconciliation of all requests on Remedy.
  • Ensure Zero Calls/SMS SLA breaches on Remedy Helpdesk

Process all Transactional Notification Service (TNS) for clients:

  • Achieve ≥95% monthly SMS delivery rate.
  • Ensure 100% reconciliation of all call/SMS logged requests on Remedy.
  • Achieve zero Calls/SMS SLA breaches on Remedy Helpdesk

Document all call information on NAV Notes Management:

  • Ensure interactions are captured on NAV for all outgoing Calls as well as SMS.
  • Agents must ensure a 100% tagging of client’s interaction for SIPML clients.

Providing reports on telephone interactions with clients:

  • Accurate and Timely collation and submission of weekly, monthly and yearly error-free reports assigned to agents.

Displaying Professionalism/Product knowledge when interacting with clients:

  • Deal with Clients in a Proficient and Professional Capacity, displaying a profound understanding of their enquiries while showing compassion and a pleasant personality

Requirements

  • Minimum of a First Degree
  • Minimum of two (2) Nigerian Languages (Hausa & Yoruba)

How to Apply for Contact Centre Officer – Hausa / Yoruba Job

  • Hit the ‘APPLY FOR JOB’ button below.
  • Follow the displayed link to proceed to the Stanbic IBTC Bank recruitment portal.
  • Hit the ‘APPLY’ button.
  • Sign up for an account in the portal.
  • Log into your dashboard and complete the online application form accurately.
  • Submit your application and await notification if shortlisted.
  • The application deadline was not specified.

To apply for this job please visit careers.peopleclick.eu.com.