• Application Deadline: Tue, 8 Feb 2022 00:00:00 GMT
• Position: Technical Customer Service Officer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 4 years


• Location Lagos


• Job Field Customer Care 
  

RESPONSIBILITIES:

Strategic

• Develop strategies on how to position CEX to become Nigeria’s first choiced app amongst other mobile apps in the Energy space.


• Ensure Cydene meets all requirements to qualify and win the Tech Point’s award.


• Ensure quality control measures management are updated on latest information on the Tech Point awards.


• Drive quality and consistency


• Improve customer service experience, create engaged customers and facilitate organic growth


• Take ownership of customers issues and follow problems through to resolution


• Set a clear mission and deploy strategies focused towards that mission


• Develop service procedures, policies and standards


• Turn prospective Clients to actual Clients


• Empower and Engage the Customer Service Team


• Enhance the First Call Resolution


• Identify new tools and technologies to better serve the customer


• Drive better sales through service

Operational

• Keep Accurate records and Document Customer Service actions and Discussions


• Analyze Statistics and Compile Accurate Reports


• Keep ahead of Industry’s developments and apply best practices to areas of improvement


• Control Resources and utilize assets to achieve qualitative and quantitative targets


• Work Effectively with all peers to negotiate and influence customer improvements


• Organize Training sessions for client representatives in order to enhance product knowledge.


• Manage Company / Customer’s contact list system


• Manage Company communication through Cydene CRM channels.

KEY PERFORMANCE INDICATORS:

•  Increased response time to resolve complaints


•  Maintain 100% of customer base.


•  Quality of Customer Feedback


•  Average Response & Resolution time of customers complaints


•  Increased number of acquired reviews


•   Improved Customer retention Rate

PERSON SPECIFICATION:

• BSc degree in Computer Science or a  related field


• Proven Experience in providing customer service support


• Working knowledge of customer service software, databases and tools


• Awareness of industry’s latest technology trends and applications


• Able to use these relationships to deliver service improvements


•   Female preferably for gender balance, Tech savvy and ability to resolve first line issues to customers


• Proven Experience in providing customer service support


• Working knowledge of customer service software, databases and tools


• Awareness of industry’s latest technology trends and applications


• Customer service orientation


• Tech Savvy


• Ability to diagnose first hand solution to customers before Escalating to Tech Team


• Able to use these relationships to deliver service improvements

Only candidates who meet the requirements will be shortlisted