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Nigeria Inter-Bank Settlement System Plc (NIBSS) provides the infrastructure for automated processing, settlement of payments and fund transfer instructions between Banks and Card Companies in Nigeria.NIBSS is owned equally by all licensed banks in Nigeria, and the Central Bank of Nigeria.

Job Detail

Location: lagos
Experience: 2year(s)
Course of Study: not specified
Required Grade: any

Department: Support Services

Division: Technology & Operations

Reports to: Head, Support Services

Grade: Management Trainee

 

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.

 

Required Qualifcations

 

    Bachelor's degree from an accredited University;

    A master's degree or its equivalent will be an added advantage.

 

Required Experience:

 

    0 - 2 years of relevant experience related to the Job

 

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.

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