Job Summary
Catilas Resources Limited on behalf of our client, a leading commercial Bank urgently needs the services of Customer Care Officer. The ideal candidate should possess the following responsibilities:
Handling Inquiries:
- Responding to customer inquiries via phone, email, one-on-one, chat, or social media.
- Providing information about products, services, policies, and procedures.
Issue Resolution:
- Resolving customer problems and complaints efficiently and effectively.
- Investigating issues, identifying root causes, and implementing solutions.
Technical Support:
- Assisting customers with technical issues related to products or services.
- Troubleshooting problems and guiding customers through step-by-step solutions.
Order Processing:
- Assisting with order placement, tracking, and processing.
- Addressing issues related to shipping, returns, and refunds.
Customer Education:
- Educating customers on product features, benefits, and usage.
- Providing guidance on maximizing the value of products or services.
Maintaining Customer Records:
- Updating and maintaining accurate customer information in the company's database.
- Documenting customer interactions, feedback, and resolutions.
Cross-Selling and Up-Selling:
- Identifying opportunities to promote additional products or services.
- Recommending upgrades or complementary items to enhance the customer experience.
Communication Skills:
- Communicating effectively and professionally with customers.
- Ensuring clear and concise communication to avoid misunderstandings.
Collaboration with Other Departments:
- Coordinating with other departments to resolve complex issues.
- Providing feedback to improve products, services, or processes.
Meeting Service Metrics:
- Achieving performance metrics such as response time, resolution time, and customer satisfaction.
- Striving to meet or exceed established service level agreements.
Continuous Improvement:
- Identifying areas for process improvement and suggesting enhancements.
- Staying updated on product knowledge and industry trends
Maintaining a Positive Customer Experience:
- Ensuring a positive and empathetic customer experience throughout interactions.
- Going the extra mile to exceed customer expectations and build loyalty.
Requirements
- Must have OND in any field with a minimum of Lower Credit.
- Cash handling experience is an added advantage.
- Exceptional time management, communication, and customer service skills.
- High level of accountability, efficiency, and accuracy.
- Excellent knowledge of MS Office (especially Excel and Word).
- Integrity.
- Strong communication and people skills.
Location: Nationwide
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Last updated on Jan 25, 2024