United Bank for Africa Plc (UBA) is
one of Africa’s leading financial institutions, with operations in 20
African countries and 3 global financial centres: London, Paris and New
York. From a single country organisation founded in 1949 in Nigeria UBA
has grown to become a pan-African provider of financial services with
over 11 million customers, through close to 1000 business offices and
touch points globally.
Applications are invited for the position below:
Job Title: Customer Service Officer Location: Lagos Island, Lagos, Nigeria Job Type: Full Time Industries: Banking / Finance & Investment
Role and Responsibilities
-
Handle customer enquiries professionally in line with stated service
level agreements with other departments, respond to complaints /
enquiries in a timely and courteous manner and demonstrate an effective
feedback mechanism in the course of duty
- Log in all queries using Group Response Portal (GRP) or any other CRM application at all times.
- Download and handling of all open calls assigned on GRP.
- Follow CS (Customer Service) policies, processes and procedures in the performance of their duty at all times.
-
Escalate unresolved issues to the Team Lead. In the absence of the Team
Lead, an immediate notification to the Head Customer Operation is
mandatory.
- Report system problems promptly to the Team Lead.
Agent is fully responsible for his/ her operational tools and he / she
is fully responsible for the upkeep of assigned work tools.
- Promote interaction and communication among Divisions to increase effectiveness and understanding of the Customer service
- Monitor personal call data and use it as a tool for continuous improvement.
Education Requirements
- Minimum Educational level- Diploma (OND/HND) in any social science or Art related discipline.
-
Professional qualification in contact Centre management, customer
service, operations, quality management would be an advantage
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