• Contact Centre Officer at ​Stanbic IBTC Bank

    work ​Stanbic IBTC Bank
    Date Posted: 2021-06-21

    Stanbic IBTC Bank is a leading African banking group focused on emerging markets globally. We are recruiting to fill the position of a Contact Centre Officer - Hausa in Lagos Island, Lagos

    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

    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 clients:

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

    Preferred Qualification and Experience

    • Minimum of a First Degree
    • Minimum of two (2) Nigerian Languages. Hausa and either Yoruba/Aba

    How to Apply
    Interested and qualified candidates should apply

    work ​Stanbic IBTC Bank

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