Position: CUSTOMER SERVICE OFFICER
Category: Support
English level: fluent
Years of experience: 3


United Bank for Africa, Lagos, Nigeria (February 2020 - Present)
Customer Support Officer (Technical)
    Handled customer inquiries and suggestions courteously and professionally.
    Respond to customer queries in a timely and accurate way, via phone, email, and Zendesk platform
    Identify customer needs and help customers use specific features of the banking services
    Analyze and report product malfunctions (for example, by testing different scenarios to reduce the rate of impersonating users)
    Update our internal databases with information about technical issues and useful discussions with customers
    Monitor customer complaints on social media, Zendesk Tickets and reach out to provide assistance
    Share feature requests and effective workarounds with team members
    Inform customers about new features and functionalities of new products
    Assist in training junior Customer Support Representatives
    Addresses customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.