Service Support Officer at Nigeria Inter-Bank Settlement System Plc (NIBSS)

Nigeria Inter-Bank Settlement System Plc (NIBSS) provides the infrastructure for automated processing, settlement of payments and fund transfer instructions between Banks and Card Companies in Nigeria.NIBSS is owned equally by all licensed banks in Nigeria, and the Central Bank of Nigeria.We are recruiting to fill the position below:Job Title: Service Support OfficerLocation: Lagos, NigeriaDepartment: Support ServicesDivision: Technology & OperationsReports to: Head, Support ServicesGrade: Management TraineeDuties and Key ResponsibilitiesIdentify and handle customer enquiries completely and accuratelyResolve customer complaints and problems to the satisfaction of the customerUse customer service skills to optimize the opportunity of each customer contactEducate customers about NIBSS products and services and direct them towards available resources for self-helpComplete necessary documentation to manage customer complaints, issues and subsequent solutionsAlert management on issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problemFollow up on all escalated issues until a logical conclusion is reachedSchedule, assign or act on any required customer follow up in accordance with department guidelines.Use technology tools as directed and within established guidelinesEnter customer data and other relevant information into Support Centre database or other data repository, as required.Suggest process improvements and participate in initiatives for increased effectiveness.Maintain confidentiality of the organization's customer data.Participate in individual and team trainings and meetings to ensure up-to-date knowledge.Respond to inbound service requests and customers inquiries routed to the centre via telephone and email in a knowledgeable and timely fashion.Provide information and technical support concerning dispute processes, and assist in determining resolution for customers. 

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