Customer Service Officer

Responsibilities:

• Manage email accounts on behalf of clients and respond with good English when necessary 
• Open and maintain customer accounts by recording account information resolve product or service problems by clarifying the customer's complaint; determine the cause of the problem
  
• Select and explain the best solution to solve the problem
• Expediting correction or adjustment; follow up to ensure resolution
  
• Maintain financial accounts by processing customer adjustments
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Prepare product or service reports by collecting and analyzing customer information
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of incoming calls
• Generate sales leads
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Meet personal/team sales targets and call handling quotas
• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure the resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Go the extra mile to engage customers, share marketing content on social media, and follow up on prospects 
• Resolve customer complaints via phone, email, mail, or social media
• Use telephones to reach out to customers and verify account information
• Greet customers warmly and ascertain the problem or reason for calling
• Cancel or upgrade accounts
• Assist with the placement of orders, refunds, or exchanges
• Advise on company information
• Take payment information and other pertinent information such as addresses and phone numbers
• Place or cancel orders
• Answer questions about warranties or terms of sale
• Suggest solutions when a product malfunctions
  
• Handle product recalls
• Attempt to persuade the customer to reconsider the cancellation
• Inform customers of deals and promotions
• Sell products and services
• Utilize computer technology to handle high call volumes
• Work with the customer service manager to ensure proper customer service is being delivered
• Close out or open call records
• Compile reports on overall customer satisfaction
• Handle changes in policies or renewals

Requirements:

• Minimum academic qualification of HND or Bachelor’s degree in any related field.
• Minimum of 2 years of proven customer support experience and track record of over-achieving quota
• Strong phone contact handling skills active listening and good command of written English
• Familiar with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills including written English
• Ability to multitask, prioritize, and manage time effectively
• Customer service representative skills & proficiencies:
  
• Customer Service Skills, Product Knowledge, Quality Focus, Market Knowledge, Documentation Skills, Listening Skills, Phone Skills, Resolving Conflict, multitasking, Patience, Negotiation, Positive Attention to Detail, People Oriented, Analysis, Problem-Solving, Organisational Skills, Adaptability, Ability to Work Under Pressure, Computer Skills including great email etiquette 
• Our preferred candidate must live close to Omole Phase 1 estate, Ojodu, Ikeja

Note: We are committed to improving diversity in the workspace and work to ensure that our team is supportive of our employees. We strongly encourage applications from women.