• Application Deadline: Mon, 25 Nov 2024 00:00:00 GMT
• Position: Customer Service Personnel



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 3 - 5 years



• Location Lagos




• City Lekki




• Job Field Customer Care 
  
  

Job Description

• A dynamic group of companies with interests in branding, training, mentoring, and real estate is seeking a proactive Customer Service Personnel with strong leadership qualities.


• This role is ideal for an individual with a growth mindset, eager to develop skills in service delivery, task management, and client relations.

Key Responsibilities

• Lead Management and Assignment


• Serve as the primary contact for all inbound communications from potential leads.


• Qualify, categorize, and assign leads based on interest, ensuring they reach the appropriate department for follow-up.


• Maintain accurate and updated lead logs, tracking conversion and status.


• Complaint Management


• Receive, log, and track all client complaints via calls or emails, monitoring resolution timelines.


• Liaise between clients and relevant departments, ensuring swift responses to issues.


• Collaborate with HR and department heads on escalated complaints, ensuring client satisfaction.


• Email and Communication Management


• Acknowledge all incoming emails within 15 minutes, providing clients with prompt confirmation and next steps.


• Document all client interactions in communication logs, ensuring transparency and consistency.


• Manage follow-up emails to support clients throughout the service process.


• Coordination with Front Desk


• Assign specific tasks to the Front Desk team, including cold calling and lead follow-up.


• Regularly review reports from the Front Desk, offering feedback and guidance.


• Oversee the quality of client interactions at the Front Desk, ensuring high service standards.


• Performance Reporting


• Compile daily and weekly reports on lead generation, complaint management, and client interactions.


• Identify trends in client inquiries and suggest service improvements.


• Continuous Improvement


• Participate in training sessions to enhance customer service skills.


• Stay updated on all company products and services to provide accurate information to clients.

Job Requirements

• Education Level: BSc in Business Administration, Personnel Management, or a related field


• Experience: 3-5 years in a similar role


• Age Range: 23 to 35 years

Skills:

• Strong leadership and task management


• Fluent and excellent communication abilities


• Proactive and customer-focused approach


• Excellent multitasking skills