Job Description
Treat customers as people not numbers, metrics or problems.
Empathize, address issues & questions, help reach rapid resolution, and make every interaction easy, memorable and valued
As a Telephone support specialist: investigating, diagnosing and resolving customer inquiries; working where necessary with internal support teams and other colleagues (e.g., Sales and Design).
Day to day email support where required; over time, expansion of the role to include chat and social media may be required
Work closely with customers and consumers to “troubleshoot” issues using good questioning and fact finding skills.
Re-educate customers on the value of the product at ToLet.
‘Own’ your calls and customers, and always do what you committed to do, providing regular and timely updates along the way
Develop and maintain a deep understanding of ToLet’s systems, products and processes in order to effectively and efficiently handle a wide range of customer enquiries.
Take end-to-end ownership over issues and in doing so manage customer expectations, providing education and advice whilst ensuring issues are resolved in a timely manner.
Making changes to products and services, as requested by customers and account managers
Accurately record and update customer information on call, across necessary internal platforms or applications.
Proactively and constructively raise issues and contribute ideas around how all members of the team can each work more effectively.
Candidate Requirements
Awaiting NYSC/ at least 6-months internship program applicants.
Candidate must be fluent in English.
Must be willing and available to work the night shift
Candidate must be a Computer literate who is able to handle basic Microsoft packages
Candidates must also have an excellent sense of priorities.
Candidate must have good analytic skills
Candidate must be able to work with little or no supervision.
Candidate must be available to work weekends and public holidays.
Skills Required:
Love being on the phone to customers – with a great phone manner and a real desire to help
A clear and strong communicator with excellent questioning and listening skills
A high degree of emotional intelligence – the ability to stay cool under pressure and remain helpful while handling difficult calls
Ability to empathise and show care & consideration to customers, whilst still being able to deliver difficult messages to customers when needed
An accurate and methodical individual with an excellent eye for detail
The ability to challenge and question ideas, openly and honestly, whilst providing solutions and options
Driven by team performance, and continually striving to be better both as an individual and as a team
A strong team player who forms positive relationships with both colleagues and customers
A passionate, energetic and self-motivated individual who proactively looks at their role in the business and how they and the wider team can do better (supports our continuous improvement objectives)
Good time management with the ability to prioritise and manage your workload, supporting others as needed.
Send their Applications and CVs with job title as subject of the mail to jobs@tolet.com.ng or use the apply button below – Google form Note: Shortlisted candidates should be prepared for an interview invitation at short notice.
Apply via :
jobs@tolet.com.ng
docs.google.com
