Customer Care Representative

• Educate customers on products and services, functionalities, features and competitive advantages.
• Up and Cross-sell products and Services (Telemarketing) to grow spending.
• Capture and monitor customer complaints and points of improvement and ensure complaints and queries are promptly attended to and escalated appropriately.
• Handle all enquiries and requests of customers and ensure resolution as well as inform customers of the status of their complaint, query or request and record details of contact.
• Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues.
• Monitor Accounts as assigned by partners.
• Prepare standard and ad hoc reports on sales for management review and carry out statistical / data compilation/reconciliation, as directed, to ameliorate service.
• Establish and maintain professional business relationships with customers to enhance the company’s business, image and services.
• Assist line managers in the development of team and individual quality and performance standards.
• Facilitate target setting and performance contract development for all employees.
• Assist in monitoring and benchmarking performance across and within teams, effectively isolating good and underperformers.
• Provide customer service in terms of problem tracking, troubleshooting and systems fault resolution.

Requirements:

• Minimum academic qualification of HND in any related discipline
• Minimum of 1 year of work experience as a Customer Care Representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multitask, prioritize, and manage time effectively.