Service Support Officer at United Bank for Africa (UBA)

Job Description
Candidate's Profile:

• We are looking for a candidate with a service mind-set to manage and resolve all service complaints.
• Our ideal candidate must be customer-focused and result-oriented with at least 2 year's related experience.

Job Objective (s)

• To provide answers to service questions and provide additional support where needed. 
• Manage and ensure all service complaints lodged are resolved within stipulated TAT. 
• The Service Support Officer is also required to collate Corporate Services operations data, analyze it and proffer improvements to processes.

Responsibilities

• 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 on customer request applications to ensure all requests/complaints are resolved within stipulated TAT.
• Recommend potential services by collecting customer information and analysing customer needs.
• Prepare product or service reports by collecting and analysing 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.
• Handle changes in policies or renewals.
• Resolve customer complaints via phone, email, or social media.

Qualifications

• First Degree in a relevant discipline from a recognized university
• 2 years related experience.

Knowledge & Skills Required:

• 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 data analytics skills.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize and manage time effectively.
• Good communication skills.
• Conflict resolution skills. 
• Judgment & decision making skills.
• Complex problem solving skills.

What We Expect From You:

• High degree of professional ethics, integrity and responsibility.
• Highly organised, proactive, ability to work independently and take ownership of tasks assigned.
• Team player with ability to work under pressure and ability to work with a wide variety of people and maintain excellent business relationship.
• High sense of confidentiality and discreteness.

What You Should Expect From Us:

• Our corporate culture is defined by our core values. We do not just train our people to be the best in the job, we also offer encouragement, recognition, and rewards.
• Whatever level you are at in your career, we offer plenty of opportunities and support to build a rewarding career at UBA.
• Here in UBA, our employees are our greatest assets and so we built a recognition and reward system that boosts productivity and enhances staff retention, instituting a culture of meritocracy.