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1 month ago

Job Summary

A fast-growing Telephone Answering and BPO Service provider company seeks qualified candidates who possess the right competencies and are confident to fulfill our expectations for this role should send their CV/Resume, cover letter and copy of all credentials to using the particular job title as the subject of the mail.

  • Minimum Qualification : HND
  • Experience Level : Mid level
  • Experience Length : 2 years

Job Description/Requirements

Responsibilities:

  • Responsible for responding to all clients’ inbound calls within specified timeframe.
  • Addressing complaints and inquiries in a timely manner
  • Manage inbound and outbound calls promptly.
  • Identify customer needs, clarify information, research every issue, and provide solutions.
  • Produce Reports: Daily, Weekly, Monthly, Quarterly and Annually.
  • Seize opportunities to upsell products/services when they arise.
  • Build sustainable relationships and engage customers by going the extra-mile.
  • Keep records of all conversations in our call center database in a comprehensible way
  • Utilizing software, databases, scripts, and tools appropriately.
  • Responding efficiently and accurately to callers, explaining possible solutions, ensuring that clients feel supported and valued.
  • Follow communication “scripts” verbatim when handling different topics.
  • Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
  • Building lasting relationships with clients and other call center team members based on trust and reliability.
  • Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
  • Making sales or recommendations for products or services that may better suit client needs.
  • Keeping track record and reporting reoccurring issues amongst clients for risk management purposes
  • Perform periodic survey to determine clients’ satisfaction with company’s services and report feedback to the Operations Manage
  • Taking part in training and other learning opportunities to expand knowledge of company and position.


Requirements:

  • HND/BSc degree in relevant course
  • Minimum academic qualification of 2 years’ experience in similar role
  • Experienced in the use of web applications, making, or answering calls to address customer needs.
  • Excellent communication skill
  • User Access Management Experience
  • Experienced in administration of virtual apps on Citrix Workspace
  • Experienced in network traffic capture and analysis.
  • Experienced in application debugging.
  • Computer Literacy (A MUST)
  • Versatile with Microsoft software applications
  • Customer Service Skills
  • Great command of English language
  • No distinctive Nigerian accent
  • Multitasking and a team player


Location:
Ikota-Lekki Axis, Lagos


Remuneration: NGN 75,000 - 100,000

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