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Tuesday, September 27, 2022

Contact Centre Officer at Stanbic IBTC

Stanbic IBTC Bank is a full service financial services group with a clear focus on three main business pillars – Corporate and Investment Banking, Personal and Business Banking and Wealth Management.

Stanbic IBTC Bank is a major financial service provider engaged in personal banking, business banking, credit cards, corporate banking, non-interest banking, and wealth and investment banking in Nigeria.

Applications are invited from interested and qualified candidates to apply for Contact Centre Officer at Stanbic IBTC

Contact Centre Officer - Igbo / Hausa / Yoruba

Job Specifications:

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Job Description:

  • 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.

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Qualifications and Requirements:

  • Minimum of First Degree in any field of study.
  • Minimum of two (2) Nigerian Languages.

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Method of Application

Interested and qualified candidate for “Contact Centre Officer at Stanbic IBTC” should click the APPLY HERE button below and start their application.

Deadline: Not Specified

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