Head, Customer Interaction at Wema Bank Plc

Head, Customer Interaction at Wema Bank Plc

Jobs

Wema Bank Plc – Widely reputed as the longest surviving and most resilient indigenous bank in Nigeria, Wema Bank Plc has over the years, diligently a fully-fledged of value-adding banking and financial advisory services to the Nigerian public.

We are recruiting to fill the position below:

 

Job Title: Head, Customer Interaction

Location:

Job Type: -time

Specialization(s): Customer service/Call center

Job Summary

  • The Ideal candidate would in charge developing to increase digital adoption including developing digital solutions and educating, incentivizing and empowering customers to get accustomed to our digital solutions.

Job Description

  • Collect and analyze related to customer happiness and use collated information to develop and strategies or programs that would enhance all interactions across all customer touchpoints.
  • Monitor and measure customer interactions and social media activities, as well as make recommendations that would place the Wema Brand foremost in the customer’s mind.
  • Develop a for proactive issue identification and resolution bank wide.
  • Work closely with employees across all functions, developing customer communication and engagement standards to achieve outstanding results.
  • Create a consistent and informative customer engagement process that speaks to an appropriate tone, engagement model and provides up-to-date information.
  • Educate, enlighten, and expose customers to changes / new trends in the industry, to guide expectations and interactions.
  • Develop strategies to increase digital adoption including developing digital solutions and educating, incentivizing and empowering customers to get accustomed to our digital solutions.
  • Create an omni-channel experience across all our service points/ digital channels.
  • Create a framework for identifying pain points across all customer touchpoints and put in place processes that will enable the speedy resolution of complaints.
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Job Experience

  • 8-10 years proven working experience as a Head Customer Service/Customer Interaction Manager.
  • Candidates from other Financial institutions would be most preferred.
  • Working knowledge of CRM software.
  • Ability to think strategically and to lead.
  • Awareness of industry’s latest technology trends and applications.

 

 

How to Apply

Interested and candidates should:

Click here to apply

Application Deadline  31st December, 2021.


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