About Company
Zenith Bank Plc is a leading Nigerian financial institution, established in May 1990, and has grown to become one of the largest and most profitable banks in Africa. We are committed to fostering a culture of excellence, innovation, and customer satisfaction. With a vast network of branches and digital channels, we serve a diverse clientele across retail, corporate, and public sectors. Our success is built on a foundation of sound corporate governance, technological advancement, and a dedicated workforce. At Zenith Bank, we believe in empowering our employees and providing them with opportunities for continuous learning and career growth, contributing to both their personal and professional development while driving our mission to be a clearly superior, first-class financial institution.
Job Description
Are you passionate about delivering exceptional client service and thrive in a dynamic environment? Zenith Bank Plc is seeking a highly motivated and customer-focused individual to join our team as a Customer Support Agent. In this pivotal role, you will be the primary point of contact for our valued customers, providing crucial support across various channels – both online and within our office premises. This hybrid role requires you to expertly manage inquiries, resolve issues, and ensure a seamless banking experience for our diverse clientele. You will be responsible for understanding customer needs, guiding them through our innovative products and services, and upholding Zenith Bank’s commitment to excellence. We are looking for an individual who can build strong customer relationships, demonstrate empathy, possess excellent problem-solving skills, and is comfortable navigating both digital platforms and face-to-face interactions. If you are a proactive communicator with a dedication to service and a desire to contribute to a leading financial institution, we encourage you to apply.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, chat, and in-person at the branch, adhering to service level agreements.
- Identify and assess customer needs to achieve satisfaction, providing accurate, valid, and complete information by using the right methods/tools.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, transactions, comments, and complaints.
- Communicate and coordinate with internal departments to resolve complex customer issues and ensure a holistic service experience.
- Educate customers on Zenith Bank's products and services, including digital banking solutions, mobile apps, and other offerings.
- Adhere strictly to all banking regulations, compliance standards, and internal policies and procedures.
- Proactively seek opportunities to improve the customer experience and contribute to the development of enhanced service delivery strategies.
- Maintain a high level of product knowledge to effectively assist customers with their banking needs.
Required Skills
- Proven customer support experience, preferably in the banking or financial services industry.
- Exceptional verbal and written communication skills in English, with a professional and friendly demeanor.
- Strong active listening skills and the ability to empathize with customers.
- Excellent problem-solving abilities and a knack for de-escalating difficult situations.
- Proficiency in using CRM software, ticketing systems, and Microsoft Office Suite.
- Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.
- High school diploma or equivalent.
Preferred Qualifications
- A Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Familiarity with banking products, services, and regulatory requirements in Nigeria.
- Experience with digital banking platforms and virtual communication tools.
- Fluency in an additional major Nigerian language (e.g., Hausa, Yoruba, Igbo).
Perks & Benefits
- Competitive salary package and performance-based incentives.
- Comprehensive health and life insurance coverage.
- Robust pension scheme and other welfare benefits.
- Continuous professional development and training programs.
- Opportunities for career advancement within a leading financial institution.
- Employee wellness initiatives and a supportive work environment.
- Access to modern banking technologies and resources.
How to Apply
Interested and qualified candidates are encouraged to apply by clicking on the application link below. Please ensure your resume and cover letter highlight your relevant experience and passion for customer service. We look forward to reviewing your application!