Job Profile:
Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information
Key Responsibilities
Answer calls and respond to emails
Handle customer inquiries both telephonically and by email
Research required information using available resources
Manage and resolve customer complaints
Provide customers with product and service information
Enter new customer information into system
Update existing customer information
Process information received by client, requests and inquiries
Identify and escalate priority issues
Route calls to appropriate departments
Follow up customer calls where necessary
Document all call information according to standard operating procedures
Complete call logs
Produce call reports, monitor the trend of activity
Carry out follow up campaigns and report activity and outcome
Key Requirements
A. Education / Qualifications:
High school diploma or equivalent
Proficient in relevant computer applications
Required language proficiency in English (Hausa, Yoruba and Pigeon English is a plus)
Knowledge of customer service principles and practices
Knowledge of call center telephony and technology
Some experience in a call center or customer service environment
Good data entry and typing skills
Knowledge of administration and clerical processes
B. Experience:
At least 4 years’ experience in customer service from a call centre
Having worked with a power generation company is a plus
C. Skills:
Verbal and written communication skills
Listening skills
Problem analysis and problem solving
Customer service orientation
Organizational skills
Attention to detail
Judgment
Adaptability
Team work
Stress tolerance
Resilience
10. Attributes / Personal Characteristics
Professionalism and work ethics
Positive attitude and energy
Proactive, persuasive and self-confident
Dedicated in delivering the objective and results
go to method of application »
To apply for this position, click here
Apply via :
