Call Agent: Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information. Group / Department: Marketing/ Customer CareJob Title: Call AgentDirect Manager: Customer Care SupervisorAccountabilities:Answer calls and respond to emailsHandle customer inquiries both telephonically and by emailResearch required information using available resourcesManage and resolve customer complaintsProvide customers with product and service informationEnter new customer information into systemUpdate existing customer informationProcess information received by client, requests and inquiriesIdentify and escalate priority issuesRoute calls to appropriate departmentsFollow up customer calls where necessaryDocument all call information according to standard operating proceduresComplete call logsProduce call reports, monitor the trend of activityCarry out follow up campaigns and report activity and outcomeJob DimensionsServe as an intermediary between a company and its customers, answering consumer questions and helping resolve issues with a product or service; having the ability to communicate information from the client to the correct concerned divisionSuccess FactorsBuilding a healthy and consistent relationship with customersRepresenting the company at its bestAchieving maximum customer satisfactionEnsuring all customer experiences are handled accordingly and are in line with the procedures and policies of the companyIncrease customer engagement and awarenessExternal: customers, Prospects/Potential CustomersInternal:Direct: Customer care call agents, Customer Care Supervisor, Customer Care ManagerIndirect: Sales Representatives, Operation Executives, Workshop Representatives, Marketing Personnel, IT, Finance Executive, Division RepresentativesCommunication & Working RelationshipsExternal: customers, Prospects/Potential Customers, system providerInternal:Direct: Customer care call agents, Customer Care Supervisor, Marketing Manager, Sales Director/Manager, Managing Director, Head/GM of Operations, Finance Manager, Division ManagerIndirect: Sales Representatives, Branch Managers, Operation Executives, Workshop Representatives, Marketing Personnel, IT, Finance Executive, Division RepresentativesEducation / Knowledge / Experience / SkillsA. Education / Qualifications:High school diploma or equivalentProficient in relevant computer applicationsRequired language proficiency in English (Hausa, Yoruba and Pigeon English is a plus)Knowledge of customer service principles and practicesKnowledge of call center telephony and technologySome experience in a call center or customer service environmentGood data entry and typing skillsKnowledge of administration and clerical processesB. Experience: At least 4 years’ experience in the field, worked with a power generation company is a plusC. Skills:Verbal and written communication skillsListening skillsProblem analysis and problem solvingCustomer service orientationOrganizational skillsAttention to detailJudgmentAdaptabilityTeam workStress toleranceResilienceAttributes / Personal CharacteristicsProfessionalism and work ethicsPositive attitude and energyProactive, persuasive and self-confidentDedicated in delivering the objective and results
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