Customer Service Representative

MARGARET EJEMEN OKOSUN

Ilupeju Industrial Estate, Anthony

Lagos State

+234**********, +234**********

********@*****.***

EXECUTIVE SUMMARY

A seasoned customer service professional with over six years of experience in customer service leadership and sales. Possesses an exemplary reputation for effectively resolving issues and enhancing customer satisfaction. Demonstrates exceptional closing skills and is attentive and responsive to customers’ concerns and needs. Exhibits proficiency in Microsoft Word, Excel, PowerPoint, Outlook, and various customer service dialing applications.

AWARDS

Airtel Call Centre: Recognized me as the Best Sales Call Center Personnel of the Year Smile Communications: Awarded me as for Best Sales Customer Service CEE: Honored me as the Best Customer Service Team Lead with the distinction of Best Service Team.

CORE SKILLS

●Clear and concise: Convey information clearly and courteously

●Strong verbal and written skills: Communicate effectively in person, over the phone, and via email

●Active listening: Listen to customers' concerns and understand their needs

●Inspire and motivate: Motivate team members to provide excellent customer service

●Identify and resolve issues: Proactively identify and resolve customer issues

●Make informed decisions: Make timely and informed decisions

●Empathy: Show empathy for customers' concerns

●Professionalism: Interact with customers professionally and respectfully

●Product knowledge: Have in-depth knowledge about products or services

CERTIFICATION/TRAINING

● Introduction to Customer Service Airtel BPO

● Team Up, Customer at Heart and Energy at Work

WORK EXPERIENCE

CEE Industry Customer Service Representative

As a customer service representative, i hold the responsibility of, ensuring the delivery of high-quality support to customers.

This involves effectively managing inquiries, addressing complaints, and resolving issues. Additionally, as a team player, i take the task with training, coaching, and motivating my team members to uphold customer satisfaction and loyalty. Ultimately, this role serves as the primary point of contact for customer service operations within the organization.

EMERGING HOMELAND AND DEVELOPMENT

Customer Service Representative

I reach out to clients to educate them about our company products and focus on upselling off-plan properties through various communication channels. It's important to build sustainable relationships while identifying client needs for housing or investment purposes. Additionally, I document and complete call logs and reports to keep track of interactions. I also build and maintain performance reports for my team members to ensure we are meeting our goals.

Finally, optimizing the client experience will be a priority by consistently reaching out and maintaining open lines of communication.

SMILE COMMUNICATIONS Call Centre Representative

Customer service responsibilities

●Delivering information about a company's products and services

●Answering queries and concerns about a company's products

●Processing orders and transactions

●Resolving issues and handling customer complaints

●Collecting customer feedback

●Tracking customer service metrics

AIRTEL NIGERIA Call Centre Agent

●Answering customer inquiries: Responding to phone calls, emails, live chat messages, and other communication channels to address customer questions about products, services, policies, and billing.

●Resolving customer issues: Troubleshooting problems, handling complaints, and finding solutions to satisfy customers' needs.

●Providing product information: Explaining features, benefits, and usage instructions of company products or services.

●Processing orders and transactions: Taking orders, processing payments, and managing returns or exchanges.

●Customer relationship building: Creating positive interactions with customers to foster loyalty and repeat business.

●Gathering customer feedback: Collecting customer opinions and suggestions to improve company offerings.

●Maintaining customer records: Keeping accurate details of customer interactions and transactions.

EDUCATION

● Lead city university, Ibadan, (B. Edu)

● College of Education, Ekiadolor, Edo State

National Certificate of Education (NCE) in Agriculture Education

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