• Service Support Officer at ​Nigeria Inter-Bank Settlement System Plc

    work ​Nigeria Inter-Bank Settlement System Plc
    placeLagos
    Date Posted: 2018-10-10

    Nigeria Inter-Bank Settlement System Plc (NIBSS) is hiring a Service Support Officer in Lagos, Nigeria.

    DUTIES AND KEY RESPONSIBILITIES

    • Identify and handle customer enquiries completely and accurately
    • Resolve customer complaints and problems to the satisfaction of the customer
    • Use customer service skills to optimize the opportunity of each customer contact
    • Educate customers about NIBSS products and services and direct them towards available resources for self-help
    • Complete necessary documentation to manage customer complaints, issues and subsequent solutions
    • Alert management on issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
    • Follow up on all escalated issues until a logical conclusion is reached
    • Schedule, assign or act on any required customer follow up in accordance with department guidelines.
    • Use technology tools as directed and within established guidelines
    • Enter customer data and other relevant information into Support Centre database or other data repository, as required.
    • Suggest process improvements and participate in initiatives for increased effectiveness.
    • Maintain confidentiality of the organization's customer data.
    • Participate in individual and team trainings and meetings to ensure up-to-date knowledge.
    • Respond to inbound service requests and customers inquiries routed to the centre via telephone and email in a knowledgeable and timely fashion.
    • Provide information and technical support concerning dispute processes, and assist in determining resolution for customers.

    COMPETENCY REQUIREMENTS

    The desired candidate must exhibit competencies in the following:

    • Knowledge of Service Desk Operations
    • Exceptional verbal and written communication skills
    • Ability to organize and communicate information clearly
    • Problem-solving and analytical skills
    • Positive, professional, customer-oriented attitude
    • Customer contact work or relevant service industry experience
    • Knowledge of all NIBSS products
    • Enhanced Customer Knowledge Management
    • Professionalism in Customer Service Management

    REQUIRED EXPERIENCE

    • 0 - 2 years of relevant experience related to the Job

    REQUIRED QUALIFICATION

    • Bachelor's degree from an accredited University;
    • A master's degree or its equivalent will be an added advantage

    METHOD OF APPLICATION

    Interested and qualified candidates should click here to apply



    work ​Nigeria Inter-Bank Settlement System Plc

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