Customer Service Executive (Technology Company) at iRecruiters Africa Limited

The Company is seeking to hire a resourceful customer service executive who will have first-line interaction with customers. This role will be responsible for providing excellent customer service, understanding, and satisfying customer’s needs and requirements, and exceeding their expectations if possible.

The ideal candidate for this role must have a high level of integrity and also possess excellent interpersonal and communication skills both orally and in writing.

Key Responsibilities:

• Ensure customer queries/requests/concerns are attended to, documented, and reported to management
• Follow-up with the relevant department in case there is any delay, and escalate deviations
• Connect with customers and maintain cordial relations in the interest of the business
• Ensure efficient operations by coordinating remedies for issues affecting operations
• Ensure Customer Service attitude is exemplified by actions and initiatives
• Motivate contributions from colleagues to ensure Customer Delight
• Adopt standards for business activities/processes and ensure adherence
• Producing written information for customers, often involving the use of computer packages/software
• Build sustainable relationships and trust with customers through open and interactive communication
• Interacting with customers to ensure they have a desirable and shareable experience
• Developing feedback or complaints procedures for customers to use
• Provide accurate, valid, and complete information by using the right methods/tools
• Communicating courteously with customers by telephone, email, letter, and face-to-face
• Providing help and advice to customers using the organization’s products or services
• Learning about the organization’s products or services and keeping up to date with changes
• Keeping accurate records of discussions or correspondence with customers

Requirements

• First degree in Business Administration or any related field
• 2+ years working as a customer service executive or in a call center environment
• Integrity is key and highly desirable.
• Ability to stay calm under pressure, polite and friendly.
• Strong attention to details
• Excellent interpersonal and communication skills both oral and written
• Familiarity with CRM systems and practices
• Ability to multitask, prioritize, and manage time effectively
• Proficient in Microsoft Office Suite
• Empathy or Emotional intelligence is highly desirable