Hausa Speaking CX Associate at Baobab Microfinance Bank

Baobab Microfinance Bank is an investment firm whose goal is to establish a network of top microfinance banks and finance firms in at least 15 nations by 2015 so that entrepreneurs without access to the traditional financial sector may get financial services and savings products. PlaNet Finance, together with other investors including the International Finance Corporation, AXA Belgium, and Societe Generale, founded Baobab in July 2005. Later, the European Investment Bank, the French Development Agency, and Developing World Markets joined.

Title: Hausa Speaking CX Associate

Location: Ikeja, Lagos

Mission

• The Customer Experience Associate will effectively manage Customers by providing telephonic assistance in a 360-degree focused Call Centre.
• The job holder will Provide full services which include responding to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information to all Baobabplus existing and potential stakeholders.
• You will also inform customers of the product terms and features and project a professional company image through voice and online interactions

Responsibilities
Customer Support:

• Answering phones from customers professionally and responding to customer inquiries and complaints.
• Handling and resolving customer complaints regarding product, sales and customer service problems.
• Managing communication and coordination with internal departments.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Identifying and escalating priority issues as may be necessary.
• Following up complicated customer calls where required.
• To understand customers’ complaints/requests and close as First Time Resolution (FIR) and escalate where necessary.
• To ensure customer satisfaction is achieved in every interaction recorded.
• Ensure you follow the customer service script provided for uniformity.
• Engage in telesales activities to all prospects/leads from marketing campaigns.
• Engage in telesales activities to existing clients on products and services.
• Monitor sales and conversion performance
• Engage in outbound call activities for survey plans.

Profile

• OND / HND in any field.
• Fresh graduate with passion for customer service
• Excellent Listening and Probing skills.
• Excellent time management and organizational skills.
• Ability to use basic computer software.
• The ability to handle rejection and stress in soliciting customers.
• Excellent time management and multitasking skills.
• Knowledge of 1 or more of the 3 major Nigerian languages. Reporting Customer Experience Manager.

Deadline: Not Specified.

How to Apply: Interested and qualified candidates send their CV to: [email protected] using the Job Title as the subject of the email.