• Application Deadline:
• Position: Team Lead - Customer Service



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 3 years



• Location Lagos




• Job Field Customer Care 
  
  

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.