Baobab Microfinance Bank Call Center Agents & Supervisors Job Recruitment

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Baobab Microfinance Bank Call Center Agents & Supervisors Job Recruitment

Baobab 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.

We are recruiting to fill the available positions below:

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1. Job Title: Call Centre Agent

Location: Lagos
Reporting Line: Business Development/Marketing Unit

Responsibilities

  • Respond to customer inquiries.
  • Generate customer interest in the services or products offered by the company.
  • Provide personalized customer service by responding to the needs of the customers.
  • Ensure feedback from the customer to further improve the customer services.
  • Manage and update customer databases with the status of each customer.
  • Provide customers with brochures and information packages on products or services.
  • Build customer loyalty by follow-up of customer calls
  • Making sure lead generated are compiled and sent to Branches
  • Evaluate problems of the customers and provide logical lasting solutions.
  • Manage filing, mailing, correspondence and other management tasks
  • Market Banks products and services and call ALIP and TAKA Eligible customers daily
  • Appropriate report of all activities weekly.

Requirements

  • Rapid call handling in a fast-paced, demanding environment
  • Excellent accuracy in typing
  • Customer relationship management and development
  • Sensitive listening to understand customer needs and recommend products or solutions
  • Ability to quickly answer questions about the most minute product detail
  • Strong persuasive selling to open new customer accounts and upgrade account tiers
  • Capable of sensing unspoken expectations
  • Organization-Multitasks with speed and accuracy.
  • Speed-Maintains a standard of quality while working quickly and efficiently
  • Flexibility-Attempts to meet the needs of a diverse customer base with different personalities
  • Empathy-Makes callers feel that they are listened to and understood.
  • Knowledge Retention-Learns and memorizes product and customer information.
  • Attention to Detail-Provides the same care and attention to every customer issue.

Education, Experience, and Licensing Requirements

  • University / college degree is an asset.
  • Previous customer service experience/call centre agents is preferred especially in particular industry, preferred.

Qualifications / Skills:

  • Verbal communication
  • Phone skills
  • Listening
  • Data entry skills
  • People skills
  • Informing
  • Customer focus
  • Customer service
  • Attention to detail
  • Professionalism
  • Multi-tasking

Application Closing Date
25th January, 2020.

How to Apply
Interested and qualified candidates should send their Applications and Resume to: Fmaidgu@baobab.bz cc hrnigeria@baobab.bz,

Note: Applications received after the deadline will not be considered. Only shortlisted candidates will be contacted for the next stage/s of the process.


2. Job Title: Call Centre Supervisor

Location: Lagos
Reporting Line: Business Development/Marketing Unit

Responsibilities

  • Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
  • Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
  • Answering agent questions regarding best practices or difficult calls.
  • Identifying operational issues and suggesting possible improvements.
  • Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Preparing reports and analyzing data to assist management as they determine call center goals.
  • Call Center Supervisor Requirements:
  • Call center, customer service, 3 years supervisory experience
  • Proficiency with technology, especially computers, software applications, and phone systems.
  • Exceptional verbal and written communication skills.
  • Strong understanding of company products, policies, and services.
  • Ability to coach, train, and motivate employees and evaluate their performance.
  • Excellent problem solving, leadership, and customer service skills.
  • Analytical, efficient, and thorough.
  • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Education, Experience, and Licensing
Requirements:

  • University/college degree is an asset.
  • 2 – 3 Years experience as a Supervisor
  • Previous customer service experience/call centre agents are preferred especially in particular industry.

Qualifications / Skills:

  • Verbal communication
  • Phone skills
  • Listening
  • Data entry skills
  • People skills
  • Informing
  • Customer focus
  • Customer service
  • Attention to detail
  • Professionalism
  • Multi-tasking

Application Closing Date
25th January, 2020.

How to Apply
Interested and qualified candidates should send their Applications and Resume to: Fmaidgu@baobab.bz cc hrnigeria@baobab.bz

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