Membership relationship officer

Job Summary

Identify and handle customer enquiries completely and accurately. Resolve customer complaints and problems to the satisfaction of the member.

  • Minimum Qualification: Degree
  • Experience Level: Entry level
  • Experience Length: Less than 1 year

Job Description

A reputable organisation seeks to fill the above position with suitable and qualified persons.

Job Responsibilities

  • Use customer service skills to optimize the opportunity of each customer contact
  • Educate customers about IoD Nigeria’s products and services and direct them towards available resources for self-help
  • Complete necessary documentation to manage customer complaints, issues and subsequent solutions
  • Alert management on issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
  • Follow up on all escalated issues until a logical conclusion is reached
  • Schedule, assign or act on any required member follow up in accordance with department guidelines.
  • Use technology tools as directed and within established guidelines
  • Enter membership data and other relevant information into Support Centre database or other data repository, as required.
  • Suggest process improvements and participate in initiatives for increased effectiveness.
  • Maintain confidentiality of the organization's customer data.
  • Participate in individual and team trainings and meetings to ensure up-to-date knowledge.
  • Respond to inbound service requests and customers inquiries routed to the centre via telephone and email in a knowledgeable and timely fashion.
  • Provide information and technical support concerning dispute processes, and assist in determining resolution for members.

Job Requirement:

  • Bachelor's degree from an accredited University;
  • Minimum of Second Class Upper
  • A master's degree or its equivalent will be an added advantage.
  • 0 - 2 years of relevant experience related to the Job
  • Competency Requirements The desired candidate must exhibit competencies in the following:
  • Knowledge of Service Desk Operations
  • Exceptional verbal and written communication skills
  • Ability to organize and communicate information clearly 
  • Problem-solving and analytical skills
  • Positive, professional, customer-oriented attitude
  • Customer contact work or relevant service industry experience
  • Enhanced Customer Knowledge Management

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