Nigeria Inter-Bank Settlement System (NIBSS) Ongoing Recruitment

Support OfficerRoleService Support OfficerLocationLagos, NigeriaCloses2017-01-18Job DescriptionDepartment: Support ServicesDivision: Technology & OperationsReports to: Head, Support ServicesDUTIES AND KEY RESPONSIBILITIESIdentify and handle customer enquiries completely and accurately.Resolve customer complaints and problems to the satisfaction of the customerUse customer service skills to optimize the opportunity of each customer contactEducate customers about NIBSS products and services and direct them towards available resources for self-helpComplete necessary documentation to manage customer complaints, issues and subsequent solutionsAlert management on issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problemFollow up on all escalated issues until a logical conclusion is reachedSchedule, assign or act on any required customer follow up in accordance with department guidelines.Use technology tools as directed and within established guidelinesEnter 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.COMPETENCY REQUIREMENTSThe desired candidate must exhibit competencies in the following:Knowledge of Service Desk Operations Exceptional verbal and written communication skillsAbility to organize and communicate information clearlyProblem-solving and analytical skillsPositive, professional, customer-oriented attitudeCustomer contact work or relevant service industry experienceKnowledge of all NIBSS products Enhanced Customer Knowledge ManagementProfessionalism in Customer Service ManagementREQUIRED EXPERIENCE0 - 2 years of relevant experience related to the JobREQUIRED QUALIFICATIONBachelor's degree from an accredited University;A master's degree or its equivalent will be an added advantage
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