Customer Service Management Executive at Stanbic IBTC Bank

Stanbic IBTC Bank is a leading African banking group focused on emerging markets globally. It has been a mainstay of South Africa’s financial system for 150 years, and now spans 16 countries across the African continent.

Standard Bank is a firm believer in technical innovation, to help us guarantee exceptional client service and leading edge financial solutions. Our growing global success reflects our commitment to the latest solutions, the best people, and a uniquely flexible and vibrant working culture. To help us drive our success into the future, we are looking for resourceful individuals to join our dedicated team at our offices.

We are recruiting to fill the position below:

Job Title: Customer Service Management Executive

Location: Lagos, Nigeria

About the Job

• Providing world class customer service when handling incoming and outgoing customers’ calls.
• Take appropriate action to efficiently resolve issues.
• Identify customers need for additional Rogers’s products and services.
• Accountability – Taking responsibility for resolving customers’ complaints/issues from beginning to end.
• Feedback – Receiving and incorporating feedbacks from customers to improve personal and business performance.
• Resolution – Communicate progress and resolution of issues to internal and external customers
• Generation of Daily, Weekly and Monthly Customer Complaints Report.
• Providing world class customer service when handling incoming and outgoing customers’ calls.
• Take appropriate action to efficiently resolve issues.
• Identify customers need for additional Rogers’s products and services.
• Accountability – Taking responsibility for resolving customers’ complaints/issues from beginning to end.
• Feedback – Receiving and incorporating feedbacks from customers to improve personal and business performance.
• Resolution – Communicate progress and resolution of issues to internal and external customers
• Generation of Daily, Weekly and Monthly Customer Complaints Report.
• Providing world class customer service when handling incoming and outgoing customers’ calls.
• Take appropriate action to efficiently resolve issues.
• Identify customers need for additional Rogers’s products and services.
• Accountability – Taking responsibility for resolving customers’ complaints/issues from beginning to end.
• Feedback – Receiving and incorporating feedbacks from customers to improve personal and business performance.
• Resolution – Communicate progress and resolution of issues to internal and external customers
• Generation of Daily, Weekly and Monthly Customer Complaints Report.
• Listening to customers, analyzing their needs and offer adapted solutions to their needs and complaints
• Contact customers who lodge complaints and regularly update them on the stage of resolution.
• Complaints Tracking and Documentation. Ensure proper record keeping in terms of regulatory requirements.
• Assist in developing and maintaining an up-to-date database of customers’ complaints, providing the foundation for effective customer profiling.
• Reporting, tracking and ensuring final resolution of customer issues using the Bank’s CRM systems and tools.

Application Closing Date
Not Specified.