• Location: Ikeja, Lagos
  

• Baobab Microfinance Bank is an investment company whose mission is to create a group of leading microfinance banks and finance companies in at least 15 countries by 2015 that will provide financial services and savings products to entrepreneurs who lack access to the traditional financial sector. Baobab was created in July 2005 by PlaNet Finance, and other investors including International Finance Corporation, AXA Belgium, and Societe Generale, with the European Investment Bank, the French Development Agency and Developing World Markets Joining later.
  

• 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.

HOW TO APPLY

Interested and qualified candidates send their CV to: ng.recruitment@baobabgroup.com using the Job Title as the subject of the email