Job for a Customer Service Team Lead at Norrenberger Financial Group

Norrenberger is an Integrated Financial Services Group (Licensed & Regulated by the Central Bank of Nigeria (CBN) and the Securities & Exchange Commission (SEC) that operates a customer-focused business model offering clients a comprehensive range of financial products& services including Funds & Investment Management, Structured & Alternative Finance, SME Funding, Foreign Exchange and Business Advisory Services. We are recruiting to fill the position below:     Job Title: Team Lead, Customer Service Location: Abuja. Job Description

• A customer service team lead supports a company’s customer service activities by directing and overseeing team members, resolving and escalating customer questions or complaints to appropriate departments, and developing programs and procedures to enhance productivity and performance.

• Coordinate Customer Service Team.
• Respond to customer’s enquiries via phone, emails and in person.
• Conversant in products and services offered by the organization and encourage the customers to try new products and services.
• Act as a point of contact between the manager and customers.
• Handle requests and queries promptly.
• Review and Resolve Escalations
• Evaluate Team Members
• Support Process Improvement.
• Create and maintain customer’s data and reports thoroughly, including notes and personal interactions.
• Monitor and measure customer satisfaction.
• Develop surveys to stay up to date with client satisfaction.
• Make recommendations to management to improve customer experience.
• Develop a good rapport with customers.
• Submit a weekly report of all activities carried out to the up line manager.
• Train New Hires

• A degree in Social Sciences, Administration or any related field is required.
• Possess between 5 to 8 years previous working experience in a telecommunications office or bank.
• Must Possess a Strong Sense of Confidentiality.
• Basic knowledge of office equipment.
• Proficient use of Microsoft Office.
• Fluent in English Language.
• Team oriented and good management skills.
• Preferably female for the purpose of gender equality.
• Possess Communications and Interpersonal Skills.
• Must be Presentable, Eloquent and Very Professional.