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Job Description
Provide telephonic and face-to-face service to customers and intermediaries.
Responsibilities
Relationship Building:
- Maintains relationships with relevant departments.
- Builds and maintains relationships with intermediaries and brokers.
- Manages customer relationships in person or telephonically.
Quality Assurance:
- Performs quality checks on own work.
- Adheres to service and quality standards.
Personal Effectiveness:
- Accountable for service delivery through own efforts.
- Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.
- Makes increased contributions by broadening individual skills.
- Collaborates effectively with others to achieve personal results.
- Accepts and lives the company values.
Coaching:
- May act as mentor to less experienced agents.
- Compliance:
- Adheres to business, process and compliance rules.
Client Service Delivery:
- Provides telephonic and face-to-face service to customers and intermediaries.
- Delivers on daily production standards.
- Ensure completeness of monthly renewal data.
- Manage relationships with high-net worth Individual customers as well as large cooperatives to ensure continuous patronage in conjunction with the relationship manager.
- Measure and analyse customer experience surveys for G.I retail and corporate on an interactive and continuous basis. Design and coordinate other service surveys as required by the business.
- Maintain relationships with other stake holders and process owners to improve work efficiency and customer satisfaction.
- Informs clients of requirements and procedures.
- Provides input to other areas i.e. client feedback/queries.
- Assist the business in any other capacity as required from time to time
Qualification
- A First Degree or its equivalent
- Excellent communication skills (verbal and written)
- Interpersonal and time management skills
- Good knowledge of MS packages (Especially MS Word, MS Excel and Outlook)
- 3 years’ customer service experience, especially in the financial services sector
Location: Lagos, Nigeria.
Apply: CUSTOMER SERVICE TEAM LEAD
