About Company
Zenith Bank Plc is a leading financial institution in Nigeria and Anglophone West Africa. Established in May 1990, the bank has grown to become one of the largest and most profitable banks in Africa, renowned for its excellent service delivery, highly skilled professionals, and commitment to technological innovation. We are dedicated to building a sustainable financial ecosystem and contributing positively to the communities we serve. Our vision is to be the leading Nigerian money centre bank, with a dominant market share in all segments of the financial services industry. At Zenith Bank, we believe our people are our greatest asset, and we foster a culture of integrity, teamwork, and continuous learning, providing ample opportunities for career development and personal growth. We are consistently recognized for our corporate governance standards and our commitment to environmental and social responsibility. Joining Zenith Bank means becoming part of an institution that is shaping the future of banking in Africa.
Job Description
Are you passionate about delivering exceptional customer service and making a tangible impact? Zenith Bank Plc is actively seeking a dynamic and dedicated Call Center Agent to join our vibrant team in Bwari, Abuja. In this pivotal role, you will be the first point of contact for our valued customers, providing crucial support, accurate information, and efficient resolution to their banking inquiries. This isn’t just a job; it’s an opportunity to be the voice of Zenith Bank, ensuring every customer interaction is positive, professional, and reflects our commitment to excellence.
As a Call Center Agent, you will handle a diverse range of customer queries via phone, email, and potentially chat platforms. Your daily responsibilities will include assisting customers with account inquiries, transaction details, product information, technical support for digital banking platforms, and resolving complaints with empathy and efficiency. You will be expected to maintain a high level of product knowledge across all Zenith Bank offerings, from savings accounts and current accounts to loans, investments, and digital banking solutions. Your ability to listen attentively, communicate clearly, and think critically will be essential in navigating customer needs and providing personalized solutions.
We are looking for individuals who thrive in a fast-paced environment, possess excellent problem-solving skills, and have an unwavering commitment to customer satisfaction. You will play a crucial role in building and maintaining strong customer relationships, identifying opportunities to enhance customer experience, and escalating complex issues to the appropriate departments when necessary. This position offers an exciting opportunity for individuals looking to kickstart or advance their career in the banking sector, within a supportive environment that values growth and development. If you are a proactive, customer-focused individual eager to contribute to a leading financial institution, we encourage you to apply and become a vital part of Zenith Bank’s success story.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries via phone, email, and other communication channels.
- Provide accurate information regarding Zenith Bank's products, services, and policies.
- Assist customers with account-related questions, transaction discrepancies, and digital banking support.
- Resolve customer complaints and issues efficiently and professionally, escalating complex cases as needed.
- Maintain a comprehensive understanding of all banking products, services, and internal operating procedures.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify and escalate potential fraud or security concerns to the relevant department.
- Adhere strictly to all bank policies, procedures, and regulatory requirements.
- Actively participate in training and development programs to enhance product knowledge and customer service skills.
- Contribute to a positive team environment and uphold Zenith Bank's customer service standards.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening and comprehension abilities.
- Proficiency in basic computer applications and quick learning of new software.
- Exceptional problem-solving and critical thinking skills.
- Ability to work effectively in a fast-paced, high-volume call center environment.
- High level of empathy and a customer-centric approach.
- Demonstrated ability to maintain composure and professionalism under pressure.
Preferred Qualifications
- Minimum of an OND/HND/BSc in any discipline.
- Previous experience in a customer service or call center role, preferably within the banking or financial services industry.
- Familiarity with banking products, services, and regulations.
- Proficiency in additional Nigerian languages is a plus.
- Ability to adapt to changing technology and processes.
Perks & Benefits
- Competitive salary package.
- Comprehensive health insurance.
- Pension scheme.
- Opportunities for professional development and career advancement.
- Access to employee welfare programs.
- Vibrant and supportive work environment.
- Discounted banking services for employees.
How to Apply
Interested and qualified candidates are encouraged to apply by clicking on the application link below. Please ensure your resume highlights your customer service experience and relevant skills.