• Application Deadline:
• Position: Call Centre Representative


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience


• Location Lagos


• Job Field Customer Care 
  

Job Duties / Responsibilities / Accountabilities

• Receive a Minimum of 90 calls per day and ensure accurate and satisfactory answers are given to their queries and concerns.


• Identify and escalate customers/merchant related queries to other supporting units or to the Supervisor/Team Lead for resolution.


• Sell, upsell and cross sell products


• Document all call information according to standard operating procedures


• Place / Confirm customer/merchant orders via the CRM tool


• Identify and escalate issues to supervisors when necessary


• Resolve about 70% complaint at first contact


• Having an average handling time of 3min 30sec for all calls received per day.

Key Performance Indicators

• Near Zero incidence of non-documentation/escalation of customer/merchant related complaints/requests


• Near zero incidence to customer dissatisfaction


• Near zero incidence to customer disengagement


• Knowledge and Experience


• Excellent communication skills (Verbal and Written) and active listening skills


• Active Listening skills


• Attention to details


• Problem analysis and problem-solving.


• Empathy and patience.

Qualifications

• Bachelor’s Degree in any field


• Previous experience in a customer support role


• Track record of over-achieving quota


• phone and verbal communication skills along with Strong


• active listening


• Familiarity with CRM systems and practices.

Working Relationship:

Internal:

• Customer service, Retail, Bulk, Commercial Operations, Konga Logistics, Merchant Improvement, and Marketing.

External:

• Customers and Merchant.