Customer Service Officer at OTP Internet Technology (9 Credit)

OTP Internet Technology (9 Credit) is a mobile app that provides simple, allows you to access loan at anytime, anywhere.

We are recruiting to fill the position below:

Job Title: Customer Service Officer

Location: Lagos

Job Description

We are recruiting for a Customer Service Officer who can help us achieve our company’s financial goals. The ideal candidate for this position must be willing to work as part of a dynamic team.

Responsibilities

Ensuring customer queries are answered to their satisfaction.
Resolving service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Using computerised systems to access the details of customers.
Handling customer complaints or handing them over to a supervisor.
Manage large amounts of incoming calls and live chats.
Identify and assess customers’ needs to achieve satisfaction.
Build sustainable relationships and trust with customer accounts through open and interactive communication.
Provide accurate, valid and complete information by using the right methods / tools.
Meet personal / customer service team targets and call handling quotas.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
Resolve customer complaints via phone, email, or social media
Use telephones to reach out to customers and verify account information.
Keep records of customer interactions, process customer accounts and file documents.
Follow communication procedures, guidelines and policies.
Take the extra mile to engage customers.