Our client is one of the leading power solution provider in Nigeria employing over 1500 employees. With a wide operational base and branch network, which spreads across West Africa, the company has maintained a leading position in the generator sales and services sector in Nigeria. Due to expansion, the company now has an opening for the following psoitions to be based in Lagos
Position: Customer Care Consultant
Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information
Key Responsibilities
- Answer calls and respond to emails
- Handle customer inquiries both telephonically and by email
- Research required information using available resources
- Manage and resolve customer complaints
- Provide customers with product and service information
- Enter new customer information into system
- Update existing customer information
- Process information received by client, requests and inquiries
- Identify and escalate priority issues
- Route calls to appropriate departments
- Follow up customer calls where necessary
- Document all call information according to standard operating procedures
- Complete call logs
- Produce call reports, monitor the trend of activity
- Carry out follow up campaigns and report activity and outcome
Key Requirements
A. Education / Qualifications:
- High school diploma or equivalent
- Proficient in relevant computer applications
- Required language proficiency in English (Hausa, Yoruba and Pigeon English is a plus)
- Knowledge of customer service principles and practices
- Knowledge of call center telephony and technology
- Some experience in a call center or customer service environment
- Good data entry and typing skills
- Knowledge of administration and clerical processes
B. Experience:
- At least 4 years’ experience in customer service from a call centre
- Having worked with a power generation company is a plus
C. Skills:
- Verbal and written communication skills
- Listening skills
- Problem analysis and problem solving
- Customer service orientation
- Organizational skills
- Attention to detail
- Judgment
- Adaptability
- Team work
- Stress tolerance
- Resilience
10. Attributes / Personal Characteristics
- Professionalism and work ethics
- Positive attitude and energy
- Proactive, persuasive and self-confident
- Dedicated in delivering the objective and results
Position: Customer Care Manager
Job Profile:
- Maintains customer satisfaction by providing problem-solving resources; managing staff
Key Responsibilities
- Setting Customer Service Plan, Goals & objectives, Budget, Policies & Procedures.
- Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
- Maximize CRM system affectivity by monitoring the input into the system, quality of information, projecting weekly/monthly reports.
- Conduct weekly team meetings with CCU to improve efficiency, provide all division heads with a weekly/monthly report on updates, activity, concerns, and recommendations.
- Attend sales/aftersales/marketing meetings to update on company goals, plans, and activity.
- Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
- Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
- Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
- Accomplishes information systems and organization mission by completing related results as needed
- Coming up with innovative campaigns to reach customers and revive the company image
Key Requirements
A. Education / Qualifications:
- Degree in any discipline or equivalent
- Proficient in relevant computer applications
- Required language proficiency in English (Hausa, Yoruba and Pidgin English is a plus)
- Knowledge of customer service principles and practices
- Knowledge of call center telephony and technology
- Extensive Experience in a call center or customer service environment
- Good data entry and typing skills
- Knowledge of administration and clerical processes
- Has experience in budgeting and planning
- Management skills
- Has the ability to lead a team and develop and implement standards, policies, and procedures.
B. Experience:
- At least 5 years’ experience as a customer care manager
- Around 10 years of experience in the Customer care/service field
- Having worked with a power generation company at any point in career is a plus
C. Skills:
- Verbal and written communication skills
- Listening skills
- Problem analysis and problem solving
- Decision making
- Customer service orientation
- Analytical skills
- Organizational skills
- Attention to detail
- Judgment
- Adaptability
- Team work
- Stress tolerance
- Resilience
D. Attributes / Personal Characteristics
- Professionalism and work ethics
- Positive attitude and energy
- Proactive, persuasive and self-confident
- Dedicated in delivering the objective and results
How to Apply
To apply for this position, click here
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