stella.ibiongit

Achievements and responsibilities: • Manage all customer complaints, inquiries and ensure all complaints are handled and closed within 24hrs and customer feedback given and ensure to escalate issues appropriately. • Answer questions about bank products and services which created more awareness to clients on the existence of company products and their benefits there by increasing company revenue. • Assist and safeguard banking customers from fraud and theft and this helped to improve security in the banking hall. • Document and Keep records of customer interactions through entering data in to the core banking system and documenting customer queries and account forms in files. • Refer customers to appropriate departments for further assistance. • Generate a weekly / monthly customer complaints report for review by the supervisor. • Managing and supervise staff who handle customer requests at branch level through providing them with necessary support and guidelines on customer service processes and procedures. • Identifying opportunities for increasing revenue through cross-selling company products and services. • Act as a Safeguarding champion for staff and clients from any form of work harassment and discrimination. • Conduct account opening process while ensuring full KYC is followed

Achievements and responsibilities: • Provide clients with mobile money services like withdraws and deposits, statements and register them on the mobile money platform. • Update clients details on the billing system accurately. • Educate and advice customers on all aspects of MTN Products and Services. • Receive post-paid service bill payments and provide customer education around the billing formats. • Processing all customer queries and forward to the correct party and also follow-up to ensure the service turnaround times are strictly adhered. • Receipting of sales, prompt invoicing of all stock sold and updating of bin cards • Act as first point of customer contact.

Achievements and responsibilities: • Receive and respond to customers enquires / complaints while resolving them at first point of contact. • Provide a high level of customer service as defined by a positive attitude, an efficient and adaptable approach, a polite, caring and professional telephone manner. • Utilize appropriate Customer Service systems, processes and procedures to support work. • Escalate customer issues as deemed appropriate using the appropriate systems like remedy and concierge applications. • Meet performance goals and objectives