Customer Care Officer

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