• Application Deadline: Fri, 22 Dec 2023 00:00:00 GMT
• Position: Customer Service Representative - Digital Business


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience


• Location Lagos


• Job Field Customer Care 
  

JOB SUMMARY

As a Customer Service Representative for our Digital Business, you will play a pivotal role as the front-line interface between the company and its digital customers. Your primary responsibility will be to ensure a seamless and positive customer experience by handling inbound calls, emails, and engaging with customers through various channels. Additionally, you will proactively manage drop-offs, initiate surveys for feedback, resolve queries, and contribute to maintaining high customer satisfaction ratings.

Job Responsibilities:

Inbound & Emails:

• Receive and handle incoming calls from digital business customers.


• Respond to digital business-related emails promptly and efficiently.

Outbound - Drop-off Management:

• Engage with customers who have dropped off during interactions.


• Utilize calls, SMS, or chats to assist and convert potential drop-offs.

Survey and Feedback Management:

• Reach a minimum of 70% of digital business customers monthly for feedback.


• Initiate surveys via Xcally SMS/Email and calls to gather customer insights.

Call Back Dropped Calls:

• Attend to auto-initiated callback requests as assigned by the system.


• Fulfill callback requests promptly.

Abandoned Call Management:

• Review abandoned calls and initiate call-backs to customers who waited long in the queue or called multiple times without success, utilizing the auto-dialer.

First Contact Resolution:

• Resolve all queries, email, and chat issues daily.


• Provide feedback to customers to ensure 100% resolution of open queries.

Customer Rating:

• Strive to satisfy customers and maintain an average rating of 85%.


• Deliver excellence in service delivery consistently.

Job Requirements:

• Minimum of a Bachelor's degree.


• Fresh graduates who have completed their NYSC program are encouraged to apply.


• Previous customer service experience is a plus.


• Familiarity with digital business processes and platforms.


• Proficiency in using customer service software and tools.


• Willingness to work in shifts, including weekends and holidays.


• Ability to adapt to new technologies and processes quickly

Person Specification:

• Excellent verbal and written communication skills.


• Strong interpersonal skills and the ability to empathize with customers.


• Problem-solving and critical-thinking abilities.


• Ability to work in a fast-paced and dynamic environment.


• Detail-oriented with strong organizational and multitasking skills.