• Application Deadline: Mon, 15 Aug 2022 00:00:00 GMT
• Position: Contact Centre Officer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 - 4 years


• Location Lagos


• City Ikeja


• Job Field Customer Care 
  

Job Descriptions

• Answering phone calls from customers professionally and responding to customer enquiries and complaints.


• Identify the needs of customers, resolves issues and provide solutions.


• Researching required information using available resources.


• Handling and resolving customer complaints regarding product sales to customer service problems.


• Providing customers with the organization’s service and product information.


• Processing, booking, appointment, and reports requested by the customers.


• Identifying, escalating priority issues and reporting to the high-level management.


• Following up complicated customer calls/chats where required.


• Completing call/chat notes and calls/chats report as necessary and updating them in the CRM.


• Obtaining and evaluating all relevant data to handle complaints and inquires.


• Recording details of comments, inquires, complaints, and actions taken.


• Maintain records of the conversations with the customers and analyze the data.


• Write and submit timely reports on performance, target and customer queries.


• Partner with the Business Development department to engage customers electronically.


• Attend to client’s enquiry and keep proper records to be forwarded to the Head of commercial.


• Clients’ follow-up after test/procedure for feedback processes.


• Send daily, weekly, and monthly reports on activities and issues encountered.


• Any other duties assigned.

Qualifications and Person Specification

• Bachelor's Degree in Mass Communication or any Social Science related field


• 2-4 years experience in Contact Centre /Customer Service in a healthcare sector


• Solid knowledge and understanding of diagnostics sales and services


• Excellent verbal and written communication skills.


• Ability to multitask, prioritize, manage time efficiently


• Attention to details


• Analytical mindset and critical thinking


• Speed and efficiency


• Commercial awareness


• Proficient in the use of Microsoft Office Suite


• Good Inter-personal and Relational Skills (Team Oriented).