Customer Service Representative - Telecom at IpNX Nigeria Limited

Job Description

• The Call Center agent deals with customers via telephone, Internet, e-mail, and instant messaging.
• Handle functions including customer advocacy, technical support, cross-selling, up-selling, and customer contact.
• Provide prompt, efficient, and courteous service to callers, contributing to customer satisfaction.

Responsibilities

• Follow up on unresolved complaints.
• Ensure customer satisfaction.
• Possess excellent listening, questioning, and communication skills.
• Demonstrate excellent E-mail writing skills.
• Adhere to telephone etiquette.
• Inform customers by explaining procedures, answering questions, providing information, and feedback.
• Follow communication scripts when handling different topics.
• Identify customer needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Seize opportunities to upsell and cross-sell.
• Build sustainable relationships and engage customers by going the extra mile.
• Ensure prompt response to emails.
• Ensure OTRS data accuracy and consistency.
• Ensure responses are consistent with the contents of the email (Enquiry, feedback, or complaint).
• Ensure prompt response to in-bound calls.
• Monitor customer call frequency.
• Maintain clear, direct, and non-vague communication with customers (Calls and Emails).
• Manage large amounts of inbound and/or outbound calls in a timely manner.
• Meet personal/team qualitative and quantitative call targets.
• Provide excellent customer service to retain customers.
• Compile complaint calls and log.
• Be the voice of the Customer.
• Ensure Call abandonment rate is less than 10%.
• Maintain a call completion rate of 90%.
• Ensure in-bound calls are picked before the third ring.

Educational Qualifications & Functional Skills

• Minimum Requirements: HND / B.Sc, Any Discipline.
• Minimum Experience: 2 years’ experience in a contact center.

Work Experience:

• Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) in Telecoms company.

Other Requirements:

• Customer Focus.
• Tech-savvy.
• Action orientation.
• Drive results.
• Cultivate Innovation.
• Ability to optimize work processes.
• Resilience.
• Self-Development.
• Ability to multitask, set priorities, and manage time effectively.
• Nimble Learning.
• Good oral and written communication.
• Team player.
• Computer literacy.
• Familiarity with CRM systems and practices.
• Telephone Etiquette.
• Strong phone, verbal, and writing communication skills along with active listening.
• Knowledge of Microsoft Office (Excel, PowerPoint, Word, etc)