• Application Deadline:
• Position: Customer Service Representative (Call Center)



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 3 years



• Location Abuja




• Job Field Customer Care 
  
  

Summary

• The Customer Service Representative, reporting to the Team Lead, plays a pivotal role in addressing customer inquiries and resolving complaints with utmost professionalism and efficiency.


• This position involves handling incoming calls from customers, including taking orders, providing information, troubleshooting issues, and addressing concerns related to the organization's products or services.

Essential Duties and Responsibilities

• Professionally answer incoming phone calls from customers and address their inquiries and complaints with empathy and courtesy.


• Utilize available resources to conduct research and gather the required information to effectively assist customers.


• Operate telephone equipment, automatic dialing systems, and other telecommunications technologies to proactively contact prospective customers.


• Take ownership of customer complaints and work towards swift and satisfactory resolutions.


• Provide comprehensive information about our organization's services and products to customers.


• Identify and escalate priority issues to high-level management for prompt attention and resolution.


• Adhere to procedures, rules, and regulations to maintain a safe and clean working environment.


• Direct inbound calls to the appropriate departments or individuals.


• Follow up on complex customer calls as necessary to ensure a positive customer experience.


• Document call details, including notes and reports, in the Customer Relationship Management (CRM) system.


• Gather and evaluate all relevant data to effectively handle customer complaints and inquiries.


• Record and maintain accurate records of customer comments, inquiries, complaints, and actions taken.


• Escalate customers' queries to the appropriate units for prompt and efficient resolution.


• Capture customers' details accurately in the system to maintain comprehensive records.


• Contribute to the overall team effort by accomplishing assigned tasks and supporting colleagues.


• Perform other duties as assigned.

Education Qualifications, Experience, Skills, and Competencies

• First Degree in Communications or related field


• Must have at least 3 years of relevant experience in a call center


• Must be available for a 24/7 Shift work schedule


• Must be customer-centric


• Customer service telephony skills


• Accurate comprehension, interpretation, and capturing of information


• Able to react effectively and calmly in emergencies.


• Must be highly accurate and responds timely to calls


• Able to maintain customer confidentiality.


• Ability to understand individual differences


• Problem-solving and listening skills


• Excellent Interpersonal skill


• Teamwork.


• Time management and Persuasion skills


• Excellent verbal and written communication skills


• Friendly disposition, charming character, and amiable personality.