In charge of the Management of all the front office activities of the MFI in the Branch from Reception of customers in the branch to Account opening and Onboarding of customers. In charge of creating, filling and maintaining the Know Your Customer Information of all customers of the Branch.

Assist in developing, presenting, and implementing policies and procedures to make sure company customers have a satisfactory experience when using its services
Reach out to customers through technology or in person, communicating to them about the company’s services, and finding out about new services they want the company to offer
Provide routine report to appropriate company managers and also customers about achievements and improvements planned to address prevalent deficiencies
Train new staff on customer service techniques and skills
Receive and respond to customer service inquiries
Promote company’s product and services
Identify needs/wants of customers, Make available product brochures for customers
Update details for personal and business clients, such as name and address details
Provide pricing and delivery information to customers
Persuade customers until they reconsider any cancellation made
Suggest possible solutions whenever there is a malfunction in a product
Educate customers on deals and promotions the MFI is offering
Resolve complaints through phone, email, or social media
Reach out to customers via phone call; verifying information regarding their account
Greet customers in the warmest possible way and find out their problem or reason for calling
Responsible for closing or upgrading accounts
Assist with placement of orders, refunds, or necessary exchanges
Assist in selling products and services
Utilize computer technology to handle high call volumes
Collaborate with the customer service manager to ensure that proper customer service is being delivered
Close out or open call records
Regularly compile reports and submit to the management on overall customer satisfaction
Implement changes in renewals or company policies

Requirements

Minimum of a  BTS, HND, or a University degree in Marketing, Management,  or any related field relevant to the job description Significant previous experience in the banking or Microfinance industry

Excellent computer skills; experience in financial software, Microsoft Office Suite
Ability to manage customers and colleagues while multitasking large projects
Pays strict attention to detail
Excellent written and verbal communication skills

apply via email to info@npnconsulting.com with subject "CUSTOMER SERVICE OFFICER"