Customer Service Representative

• Handle customer inquiries, answering any questions and queries in person, over the phone, or online.
• Manage large amounts of incoming phone calls.
• Generate new customer leads.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information 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.
• Accurately listen to, record, and respond to customer communications.
• Communicate in a friendly and professional manner with customers and internal departments.
• Upsell products or services as appropriate.
• Provide support and comprehensive product/service information to customers.
• Identify opportunities to enhance customer experience and turn dissatisfied customers into happy customers.
• Gather feedback from customers or prospects and share it with internal teams.

Requirements:

• Minimum academic qualification of an OND in a related field.
• Proficiency in English.
• 1 - 2 years of proven customer support experience or experience as a Client Service Representative.
• Excellent knowledge of MS Office.
• Thorough understanding of marketing and negotiating techniques.
• Fast learner and passion for sales.
• Self-motivated with a results-driven approach.
• Aptitude in delivering attractive presentations.
• 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.