• Application Deadline: Tue, 30 Apr 2024 00:00:00 GMT
• Position: Customer Services Specialist


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 years


• Location Lagos


• Job Field Customer Care 
  

Job Summary:

We are currently seeking an experienced Customer Service Specialist to join our company. The ideal candidate should have a minimum of 2 years of experience in customer services within the telecommunication industry. As a Customer Service Specialist, you will be responsible for maintaining a positive and professional relationship with customers, managing incoming calls, resolving inquiries, and ensuring customer satisfaction.

Main Duties:

• Manage our foreign clients.


• Maintain a positive, empathetic, and professional attitude toward customers at all times.


• Manage a high volume of incoming calls from customers.


• Proactively generate sales leads during customer interactions.


• Respond promptly to customer inquiries via various communication channels such as email, SMS, and phone calls.


• Identify and assess customer needs to ensure customer satisfaction.


• Demonstrate a comprehensive knowledge of our services to answer customer questions accurately and efficiently.


• Process customer orders, forms, applications, and requests accurately.


• Maintain detailed records of customer interactions, transactions, comments, and complaints.


• Collaborate and coordinate with colleagues as necessary to resolve customer issues.


• Provide prompt feedback on the efficiency of the customer service process.


• Manage a team of IT trainees or junior customer support representatives in the Network Operations Center (NOC).


• Ensure customer satisfaction and provide professional customer support at all times.


• Build sustainable relationships and establish trust with customer accounts through open and interactive communication.


• Provide accurate, valid, and complete information using the appropriate methods and tools such as MOWE, Zalpro, and Zoho Desk.


• Liaise with the Technical Team, Engineering, and Account departments to address fault resolutions and customer account reconciliation.


• Handle customer complaints, providing appropriate solutions and alternatives within designated time limits, and following up to ensure resolution.


• Troubleshoot customer issues over the phone and resolve them promptly.


• Maintain records of customer interactions, process customer accounts, and file necessary documents.


• Follow communication procedures, guidelines, and policies.


• Go the extra mile to engage customers and ensure their satisfaction.


• Perform any other tasks assigned by management.

Requirements:

• Degree in English, Mass Communication, Computer Science or related field with minimum of Second Class Upper.


• Minimum of 2 years of experience in customer services within the telecommunication industry.


• Technical and good communication skills.


• Excellent communication skills and ability to maintain a positive and professional attitude.


• Strong problem-solving and decision-making abilities.


• Empathetic and patient mindset to handle customer complaints and provide effective solutions.


• Proficient in using customer service software, CRM systems, and relevant computer applications.


• Ability to work independently as well as collaboratively in a team environment.


• Attention to detail and accuracy in record-keeping and documentation.


• Must reside around Lagos Island, Lekki, Jakande, Ajah, Abraham Adesanya.