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Our
client is one of the leading power solution provider in Nigeria
employing over 1500 employees. With a wide operational base and
branch network, which spreads across West Africa, the company has
maintained a leading position in the generator sales and services
sector in Nigeria.
Due to expansion, the company now has an opening for the
following positions to be based in Lagos
Job Title: Customer Care Consultant
Job Profile:
Answer incoming calls from customers to take orders, answer
inquiries and questions, handle complaints, troubleshoot
problems and provide information
Key Responsibilities
- Answer calls and respond to emails
- Handle customer inquiries both telephonically and by email
- Research required information using available resources
- Manage and resolve customer complaints
- Identify and escalate priority issues
- Route calls to appropriate departments
- Follow up customer calls where necessary
- Document all call information according to standard
operating procedures
- Complete call logs
- Produce call reports, monitor the trend of activity
- Provide customers with product and service information
- Enter new customer information into system
- Update existing customer information
- Process information received by client, requests and
inquiries
- Carry out follow up campaigns and report activity and
outcome
Key Requirements
A.
Education / Qualifications:
- High school diploma or equivalent
- Proficient in relevant computer applications
- Some experience in a call center or customer service
environment
- Good data entry and typing skills
- Knowledge of administration and clerical processes
- Required language proficiency in English (Hausa, Yoruba and
Pigeon English is a plus)
- Knowledge of customer service principles and practices
- Knowledge of call center telephony and technology
B.
Experience:
- At least 4 years’ experience in customer service from a
call centre
- Having worked with a power generation company is a plus
C.
Skills:
- Verbal and written communication skills
- Listening skills
- Problem analysis and problem solving
- Adaptability
- Team work
- Stress tolerance
- Resilience
- Customer service orientation
- Organizational skills
- Attention to detail
- Judgment
10. Attributes / Personal Characteristics
- Professionalism and work ethics
- Positive attitude and energy
- Proactive, persuasive and self-confident
- Dedicated in delivering the objective and results
Job Title: Customer Care Manager
Job Profile:
- Maintains customer satisfaction by providing
problem-solving resources; managing staff
Key Responsibilities
- Setting Customer Service Plan, Goals & objectives,
Budget, Policies & Procedures.
- Accomplishes customer service human resource objectives by
recruiting, selecting, orienting, training, assigning,
scheduling, coaching, counseling, and disciplining employees;
communicating job expectations; planning, monitoring,
appraising, and reviewing job contributions; planning and
reviewing compensation actions; enforcing policies and
procedures.
- Improves customer service quality results by studying,
evaluating, and re-designing processes; establishing and
communicating service metrics; monitoring and analyzing
results; implementing changes.
- Coming up with innovative campaigns to reach customers and
revive the company image
- Achieves customer service objectives by contributing
customer service information and recommendations to strategic
plans and reviews; preparing and completing action plans;
implementing production, productivity, quality, and
customer-service standards; resolving problems; completing
audits; identifying customer service trends; determining system
improvements; implementing change.
- Maximize CRM system affectivity by monitoring the input
into the system, quality of information, projecting
weekly/monthly reports.
- Conduct weekly team meetings with CCU to improve
efficiency, provide all division heads with a weekly/monthly
report on updates, activity, concerns, and recommendations.
- Attend sales/aftersales/marketing meetings to update on
company goals, plans, and activity.
- Meets customer service financial objectives by forecasting
requirements; preparing an annual budget; scheduling
expenditures; analyzing variances; initiating corrective
actions.
- Maximizes customer operational performance by providing
help desk resources and technical advice; resolving problems;
disseminating advisories, warnings, and new techniques;
detecting and diagnosing network problems.
- Updates job knowledge by participating in educational
opportunities; reading professional publications; maintaining
personal networks; participating in professional organizations.
- Accomplishes information systems and organization mission
by completing related results as needed
- Determines customer service requirements by maintaining
contact with customers; visiting operational environments;
conducting surveys; forming focus groups; benchmarking best
practices; analyzing information and applications.
Key Requirements
A. Education / Qualifications:
- Degree in any discipline or equivalent
- Proficient in relevant computer applications
- Knowledge of administration and clerical processes
- Has experience in budgeting and planning
- Management skills
- Has the ability to lead a team and develop and implement
standards, policies, and procedures.
- Required language proficiency in English (Hausa, Yoruba and
Pidgin English is a plus)
- Knowledge of customer service principles and practices
- Knowledge of call center telephony and technology
- Extensive Experience in a call center or customer service
environment
- Good data entry and typing skills
B. Experience:
- At least 5 years’ experience as a customer care manager
- Around 10 years of experience in the Customer care/service
field
- Having worked with a power generation company at any point
in career is a plus
C. Skills:
- Verbal and written communication skills
- Analytical skills
- Organizational skills
- Attention to detail
- Judgment
- Adaptability
- Team work
- Stress tolerance
- Resilience
- Listening skills
- Problem analysis and problem solving
- Decision making
- Customer service orientation
D. Attributes / Personal Characteristics
- Professionalism and work ethics
- Positive attitude and energy
- Proactive, persuasive and self-confident
- Dedicated in delivering the objective and results
How to Apply
To apply for this position,
"https://jobs.erecruiterafrica.com/recruit/Portal.na?digest=7bFfrqWayytG7x7fCG6DFZsuZeWjlc1Mc.mzZbkuIiM-_"
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