• Application Deadline: Sat, 9 Dec 2023 00:00:00 GMT
• Position: Contact Centre Specialist (Customer Advocacy)


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 years


• Location Lagos


• Job Field Customer Care 
  

Job Summary

We are looking for an enthusiastic and dedicated contact centre specialist to join our customer advocacy team to enhance our customer experiences. You will be tracking all points of customer engagement, addressing customer demands, and identifying ways to improve our customer services.

Responsibilities

• Handle and manage order placement through call and WhatsApp


• Confirm availability of items and edit where necessary


• Assign orders within SLAs to designated fulfillment centres


• Communicate and update order status on Slack and CRM(Zoho)


• Manage the order process end to end.


• Get customers' feedback across all touchpoints


• Assist customers with product issues and returns


• Manage post-purchase customer support


• Follow up with the customer health score project


• Ensure that the Csat survey is carried out, whilst calculating and sharing with various stakeholders when requested.

Requirements

• A bachelor's degree in a related field.


• At least 2 years' experience as a customer/client-facing specialist, or a similar customer support role.


• Extensive experience in gathering and interpreting customer experience information.


• Solid knowledge of online customer engagement platforms and channels.


• Proficiency in Google Suite, as well as Slack and CRM software, 


• Exceptional interpersonal skills and a client-centered approach.


• Great organizational and time management abilities.


• Superb communication, collaboration, and problem-solving skills.