Customer Care Representative

JOB REQUIREMENTS

1. Proven customer support experience or experience as a Client Service Representative

2. B.Sc or HND graduate in any field with experience in customer success and customer service.

3. Proficient and fluent in English Language.

4. Track record of over-achieving quota

Strong phone contact handling skills and active listening

5. Familiarity with CRM systems and practices

6. Customer orientation and ability to adapt/respond to different types of characters

7. Excellent communication and presentation skills

8. Ability to multi-task, prioritize, and manage time effectively

9. Interpersonal and customer service skills

10. Analytical and problem-solving skills

11. Multitasking and organizational skills

12. Ability to answer a high volume of calls and/or emails daily

13. Ability to share work among a customer service team

14. Attentiveness and patience

15. Time-management skills

16. Ability to find the positive in any situation

17. Ability to stay calm when customers are stressed or upset.

18. Technical skills

19. Experience working with customer support.

20. Must be a Lagos resident with one year working experience

JOB RESPONSIBILITIES

1. Receiving and placing customer service telephone calls

2. Maintaining solid customer relationships by handling questions and concerns with speed and professionalism

3. Resolving customer complaints, managing database records, drafting status reports on customer service issues

4. Data entry and research as required to troubleshoot customer problems

5. Manage large amounts of incoming phone calls

6. Generate sales leads

7. Identify and assess customers’ needs to achieve satisfaction

8. Build sustainable relationships and trust with customers through open and interactive communication

9. Provide accurate, valid and complete information by using the right methods/tools

10. Meet personal/customer service team sales targets and call handling quotas

11. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

12. Keep records of customer interactions, process customer accounts and file documents

13. Follow communication procedures, guidelines and policies

14. Take the extra mile to engage customers

15. Maintaining a positive, empathetic, and professional attitude toward customers at all times.

16. Responding promptly to customer inquiries.

17. Communicating with customers through various channels.

18. Acknowledging and resolving customer complaints.

19. Knowing our products inside and out so that you can answer questions.

20. Processing orders, forms, applications, and requests.

21. Communicating and coordinating with colleagues as necessary.

22. Providing feedback on the efficiency of the customer service process.

23. Managing a team of junior customer service representatives.

24. Ensure customer satisfaction and provide professional customer support.