Service Support Officer at United Bank for Africa Plc (UBA)

Title: Service Support Officer | Location: Nigeria | United Bank for Africa Plc (UBA)

Read more about the company and view other existing opportunities

Role Objective(s)

  • Resolve service problems by clarifying 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
  • Monitor requests and complaints lodged against Corporate Services on the GRP to ensure all requests/complaints are resolved within stipulated TAT
  • Recommend potential services by collecting customer information and analyzing customer needs
  • Prepare product or service reports by collecting and analyzing customer information
  • Contribute to team effort by accomplishing related results as needed
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Read from scripts
  • Handle changes in policies or renewals
  • Resolve customer complaints via phone, email, mail or social media.

Minimum Education Qualifications

  • First Degree in a relevant discipline from a recognized university
  • Master’s Degree or a professional qualification will be an advantage

Previous Work Experience Requirements:

  • Minimum of 1 year experience.

Skills Required:

  • Communication
  • Teamwork
  • Customer Service
  • Conflict Resolution
  • Judgment & decision making.
  • Complex Problem Solving.
  • Excel & PowerPoint Presentation skill.

Knowledge:

  • Proven customer support experience
  • Knowledge of functions of different roles within Corporate Services
  • Track record of over-achieving quota
  • Strong phone contact handling skills and active listening
  • Familiarity with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize and manage time effectively.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply