About Company
Zenith Bank Plc is a leading Nigerian financial institution committed to delivering superior customer service and innovative financial solutions. With a rich history of excellence and a strong focus on technology and customer satisfaction, we have built a reputation as one of the most stable and respected banks in Africa. Our dedication to our customers and our robust digital infrastructure enables us to provide seamless and efficient banking experiences. We foster a dynamic and inclusive work environment where employees are empowered to grow, innovate, and contribute to our collective success. Join our team and be part of an organization that values integrity, professionalism, and community development.
Job Description
Are you a customer-centric individual with a passion for building lasting relationships and driving customer loyalty? Zenith Bank Plc is seeking a highly motivated and results-oriented CRM Officer to join our dynamic team in Calabar. In this pivotal role, you will be at the forefront of our customer retention efforts, primarily focusing on engaging with existing clients to enhance their banking experience and ensure their continued satisfaction. You will be responsible for managing a portfolio of customer relationships, addressing inquiries, resolving issues, and pro-actively identifying opportunities to deepen client engagement through personalized solutions. This position requires exceptional communication skills, a deep understanding of customer relationship management principles, and the ability to operate effectively within a fast-paced environment. You will utilize our advanced CRM systems to track customer interactions, analyze feedback, and develop strategies to reduce churn and increase customer lifetime value. Your day-to-day will involve extensive inbound and outbound call support, ensuring every customer interaction is a positive and productive one. We are looking for someone who can not only solve problems but also anticipate customer needs, provide insightful recommendations, and act as a trusted advisor. If you thrive on making a tangible impact on customer satisfaction and contributing to a company’s growth through superior service, we encourage you to apply.
Key Responsibilities
- Manage and maintain strong relationships with existing customers through proactive engagement and follow-up.
- Handle inbound and outbound customer calls, resolving inquiries, complaints, and service requests efficiently and courteously.
- Utilize CRM software to document all customer interactions, update customer information, and track resolution progress.
- Identify and address customer pain points, working collaboratively with other departments to ensure timely and effective solutions.
- Proactively identify opportunities for customer retention, cross-selling, and up-selling banking products and services based on customer needs.
- Conduct regular surveys and feedback calls to gauge customer satisfaction and identify areas for improvement.
- Develop and implement personalized retention strategies to mitigate customer churn and foster loyalty.
- Provide comprehensive product and service information to customers, educating them on the benefits and features.
- Prepare regular reports on customer retention rates, call volumes, resolution times, and customer feedback.
- Contribute to the continuous improvement of customer service processes and policies.
Required Skills
- Proven experience in customer service or CRM role, preferably in the banking or financial services sector.
- Excellent verbal and written communication skills with a professional and empathetic tone.
- Strong problem-solving abilities and a calm demeanor under pressure.
- Proficiency in using CRM software and other customer service tools.
- Ability to analyze customer data and draw actionable insights.
- Exceptional interpersonal skills and a passion for building rapport with customers.
- High level of integrity and ability to handle confidential information.
- Solid understanding of banking products, services, and regulatory compliance.
Preferred Qualifications
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Prior experience with Zenith Bank's internal systems and procedures.
- Experience in a target-driven customer retention environment.
- Fluency in multiple local languages (e.g., Efik, Ibibio) is a plus.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health insurance and wellness programs.
- Opportunities for professional development and career advancement.
- Employee banking benefits and preferential rates.
- A supportive and collaborative work environment.
- Pension scheme contributions.
How to Apply
Interested and qualified candidates are encouraged to click on the application link below to submit their CV and a cover letter detailing their relevant experience and why they are the ideal candidate for this role. Please ensure your application highlights your experience in customer retention and call support.