Vacancy for Consultant, Customer Care Centre (Outbound) at Stanbic IBTC Bank Plc

Vacancy for Consultant, Customer Care Centre (Outbound) at Stanbic IBTC Bank Plc

The Standard Bank Group merged its Nigerian operations, Stanbic Bank Nigeria with that of IBTC Chartered Bank PLC.  The merger, by way of the first ever tender offer in Nigeria and a $525 million FDI, the largest in Nigerian financial history, gave birth to a new entity now known as Stanbic IBTC Bank PLC which became part of the Standard Bank Group.

Position Description

MAIN PURPOSE OF JOB
Cross sell the bank’s products and services to both existing and new customers. Improve customer perception of the bank’s service by proactively engaging the customer via the telephone to understand his / her needs.

KEY RESPONSIBILITIES

Proactive sale of the bank’s products and services via the telephone

Meet specified sales and cross – sell- targets

Build relationships, earn trust and buy – in from customers in order to get referral business and retain customer loyalty.
Action- re-active sales leads
Action sales campaign
Continuous customer service surveys to understand the customer’s perception of the bank’s service and identify areas that need improvement.
Mystery shopping via the telephone.
Post account opening follow up call on customers to assess level of service satisfaction and cross – sell opportunities.
Refer complaints received to the Complaints Manager and follow up on resolution
Keep log of all key issues raised by customers for proper analysis and escalation
Periodic reporting of customer survey and mystery shopping activities
Daily sales reporting
Meet percentage conversion ratio targets
Ensure that all task and deadlines are met.

IMPORTANT RELATIONSHIPS

Good communication skills with colleagues resulting in good customer service.
Good internal and external communication skills with all stakeholders resulting in exceptional customer service being delivered to both internal and external customers

THE BANK IS ALSO COMMITTED TO PROVIDING EXCELLENT SERVICE AND EMPLOYEES ARE REQUIRED TO ALIGN THEIR BEHAVIOR TO THE FOLLOWING CUSTOMER COMMITMENT DRIVERS:

Simplified banking
Banking that is simple to use and simple to understand, or a simple account for all my needs

Competence
Competent and reliable staff that are honest and trustworthy.

High customer regard
Unconditional positive regard for customers – a sincere appreciation and recognition of who a customer already is and the life he/she chooses to live. It gives the customer a sense of pride, worthiness and dignity. “Make me feel proud of who I am and how I choose to do things”.

Promptness
Prompt service performed right the first time and prompt query/complaint resolution.

Bank leadership
Banking that is technologically advanced, innovative in introducing new ideas, and is modern and progressive.

To apply visit the Bank’s website

Follow this link to apply

http://corporateandinvestment.standardbank.co.za/pages/careers_rms/nigeria/jobs.html