Operations Customer Expert

• Provide one-stop customer support for all services by responding to customer contacts within defined SLAs
• Resolve all complaints, concerns, and issues in a timely and diplomatic manner. Conduct activities in a
• professional manner
• Demonstrate knowledge of service standards or service level agreements.
• Demonstrating knowledge of the impact of providing professional service to Customers.
• Understanding the importance and impact of first call resolution (FCR).
• Working with the Team Leader on performance improvement as an individual and with the team as a whole
• Ensuring complaints/concerns are resolved or escalated on time.
• Providing timely notifications to management of negative trends, urgency of issue, or extent of required follow-up.
• Determining when a problem requires action from a higher level of authority.
• Participate in regular team meetings.
• Educate customers about terminology, features and benefits of products to improve customer
• education and satisfaction.
• Update client comments, complaints, reports and compliments on all relevant Systems.
• The job holder will be expected to identify and highlight to the CE leader all emerging service issues of general
• or unique nature that may require support, upgrade or restructuring of services to meet customer
• needs.
• Resolve customer queries on first contact and keep the promise of query/problem resolution for escalated cases.
• Take full ownership of customer cases that land and hand over unresolved cases at the end of the day
• Confirm client information and update the existing database.
• Enhance customer loyalty and upsell accordingly.
• Record information on the reason for contact – service request, enquiry, or complaints.
• Actively participate in process improvement meetings as required. Attend team briefs {BOD/EOD} and QA calibration sessions when called on.

Requirements:

• Candidate must have completed NYSC or have an exemption letter
• Candidate must be proficient in Nigerian Pidgin