Job Summary

We are looking for a suitable candidate to fill this position.

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

Job Description/Requirements

Duties and responsibilities

  • Receiving and placing customer service telephone calls 
  • Maintaining solid customer relationships by handling questions and concerns with speed and professionalism 
  • Resolving customer complaints, managing database records, drafting status reports on customer service issues 
  • Data entry and research as required to troubleshoot customer problems
  • Manage large amounts of incoming phone calls
  • Generate sales leads
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships and trust with customers through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/customer service team sales targets and call handling quotas
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers
  • Maintaining a positive, empathetic, and professional attitude toward customers at all times.
  • Responding promptly to customer inquiries.
  • Communicating with customers through various channels.
  • Acknowledging and resolving customer complaints.
  • Knowing our products inside and out so that you can answer questions.
  • Processing orders, forms, applications, and requests.
  • Communicating and coordinating with colleagues as necessary.
  • Providing feedback on the efficiency of the customer service process.
  • Managing a team of junior customer service representatives.
  • Ensure customer satisfaction and provide professional customer support.

Job Requirements

  • Proven customer support experience or experience as a Client Service Representative
  • B.sc or HND graduate in any field with experience in customer success and customer service.
  • Proficient and fluent in English Language.
  • 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 multi-task, prioritize, and manage time effectively
  • Interpersonal and customer service skills
  • Analytical and problem-solving skills
  • Multitasking and organizational skills
  • Ability to answer a high volume of calls and/or emails daily
  • Ability to share work among a customer service team
  • Attentiveness and patience
  • Time-management skills
  • Ability to find the positive in any situation
  • Ability to stay calm when customers are stressed or upset.
  • Technical skills
  • Experience working with customer support.

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