• Application Deadline:
• Position: Customer Service Trainer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 years


• Location Lagos


• Job Field Customer Care 
  

Job level: Mid Level

Job Description

• Strategize and implement excellent Customer Service Delivery in Call Center.


• Drive the developing and reviewing processes relating to enhancing customer experience.


• Build and continuously update the Customer Care knowledge base.


• Work together with the product team to develop necessary training material to use in training CSRs.


• Ensure all CSRs are vast in the company’s product knowledge and processes to enhance good customer experience.


• Schedule periodic training for the entire team and certain individuals as the need arises.


• Responsible for the daily performance improvement of CSRs.


• Often draw up training plans in line with the pressing need of the entire CC.


• Any other duties assigned by the Customer Service Manager

Job Requirements

• Bachelor’s Degree or Higher National Diploma (HND).


• 3+ years of relevant leadership experience in a customer service role.


• 1+ year experience as a trainer in a call center with proper knowledge on how to build and maintain a good knowledge base.


• Excellent oral and written communication skills.


• Strong analytical skills. Use of Analytical tools (Excel etc) and functions like IFs, PIVOT Table, Trend Lines, etc. will be an added advantage.


• Strong working knowledge of PC based internet and software applications (Microsoft Office Access, Outlook, Word, Excel, Power Point etc).


• Able to handle, prioritize, multiple projects simultaneously.


• Understanding of contact center platforms (IVR, CRM, Knowledge base management, etc.).


• Understanding of financial services and smartphone apps.


• Ability to prepare training materials using PPT.

Salary

N150,000 monthly (Basic) + N50,000 KPI