The Bank seeks to recruit individuals who are SKILLED, CREATIVE, MOTIVATED, FLEXIBLE and COMMITTED as a necessity for gaining competitive advantage.

These professionals are expected to achieve superior and sustainable performance through the Bank’s values and through building trusting relationships.


Help Desk Officer (IBG)
Job Objectives:

1. To give internal and external customers a “WOW” experience.
2. To effectively offer a quality customer service to service users
3. To proffer 100% solutions to requesting customers.
4. To promote a positive image and realistic expectation of services to customers.

Role:

• Have an excellent knowledge of the processes and intricacies of IBG ( Brokerage, Asset Management and Registrars)
• Obtain regular updates on the various IBG products from designated relationship management/client service officer(s)
• Answer all telephone enquiries on IBG products and product pipeline where prior clearance have been obtained to make same public
• Attend to all e-mail enquiries received during business hours, using pre-cleared templates (with authority to make minor reasonable modifications)
• Deliver exceptional customer service via the telephone
• Regularly compile “novel” questions/enquiries which should be used to update IBG’s FAQs and the repertoire of standard email responses for the use of contact staff
• Should provide a knowledge bridge within the Contact Centre Pool for IBG related queries
• Assist in ensuring the Contact Centre is functioning at all times, documenting and reporting any interruption in service to the appropriate channel
• Assist in maintaining clear and open two-way channels of communication with other departments of the Company
• Act as the first contact person for all external customer complaints.
• Ensure all enquiries and issues from existing and potential customers are effectively and promptly resolved
• Examine pertinent information and determine accuracy of customer complaints and responsibility for errors.
• Ensure effective provision of answers to questions and enquiries from the public about IBG’s products and services.
• Assist in developing and maintaining a database of customers, providing support for effective customer profiling.

The candidate

• A good first degree in any discipline, relevant masters degree will be an added advantage.
• A related professional qualification will be an added advantage
• A customer service orientation and relationship management skills
• Excellent written communication skills and oral (pronunciation) skills
• Excellent interpersonal skills and a patient and courteous disposition
• Strong Influencing/Persuasive skills
• Able to work well under pressure and restrictive deadlines
• Analytical/ Problem Solving Skills and excellent Conflict / Issue Resolution skills
• An Initiative and discretion to bear on the job
• A Team Spirit and strong organisational skills
• An attitude of giving prompt feedback within the agreed SLA

Method of Application:
Interested candidates should send updated copies of their CVs to mailto:HRIbg@firstcitygroup.com?subject=Vacancie@CSL

Closing date is Thursday January 29, 2009.

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