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Service Support Officer at Nigeria Inter-Bank Settlement System Plc
work Nigeria Inter-Bank Settlement System PlcplaceLagosDate Posted: 2018-10-10Nigeria 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
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