Position Description
The key role of the Team Leader, Customer Service in Carpartsnigeria is to lead and inspire a team to consistently deliver exceptional customer service whilst complying with all the routine and laid down requirements of the organization.
Primarily responsible includes monitoring and maintaining the organization’s vendors and customers auto sales and service provisions via phone and in person support.
Responsibilities
Customer Service Management:
Ability to engage in the day-to-day activities in sales and related customer Services
Provide accurate information for the vendors products and customer requests
Understand inhouse and vendor Auto products and articulate products to customers effectively
Provide effective customer service to both current and potential customers by following established processes.
Ability to handle multiple tasks like customer complaints while documenting any issues raised by customers.
Acts as a source of information to customers by answering questions, escalating issues, follow-ups and provide instructions to customers as needed.
Identify and escalate priority issues, complete call logs, maintain and update customer data in CRM.
Apply all necessary knowledge and skills on the job regarding phone interactions with our customers and internal partners.
Attends company training and contribute to the overall company growth and company initiatives.
Ability to maintain a high-level customer service culture reinforced by effective customer interaction and follow-ups.
Effectively executing customer follow-up to encourage adherence to payment plans.
Exceptional knowledge of and adherence to all company policies and procedures.
Provide adequate customer education during each interaction with clients on products based on clients’ needs.
Demonstrate strong understanding of company products and services, guidelines, usage, and product performance.
Operations Management:
Provide technical support to customers by tracking and following up on new sales or Service installations as well as follow up calls.
Responsible for updating and tracking customer payment in the system.
Coordinate with Technicians and managers to compile and update installation information in the database.
Competency / Skill / Requirements
Requirements
B.Sc / HND in Mass Communication or any similar discipline
Minimum of 3 years working experience as a customer service team lead in a Automobile company or Equipment sales or Leasing company
Working knowledge of computer systems (MS Office, and Excel
Experience with a prior CRM function an added advantage
Excellent verbal communication, listening and phone skills.
Good motivational skills and enthusiasm.
Strong problem solver and able to understand and adapt to customers’ needs.
Strong communicator with great customer service orientation.
Excellence data entry skills and attention to details.
Strong persuasive and resilience skills (ability to work well under pressure and high stress.
Strong positive attitude.
Strong organization and time management skills.
Interested and qualified candidates should send their CV to: Carpartsnigeria@gmail.com using the Job Title as the subject of the mail.
Apply via :
Carpartsnigeria@gmail.com