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  • Posted: Oct 23, 2018
    Deadline: Not specified
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  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    Using the latest solar technology and world leading IT technology we deliver affordable, reliable, clean energy to Nigerian homes.
    Read more about this company

     

    Customer Care Representative

    REPORTS TO:CUSTOMER CARE TEAM LEAD

    SUPPORT: REGIONAL AREA MANAGER/RETAIL SALES SUPERVISOR/SHOP SPUERVISOR/LEAD TECHNICIAN

    GENERAL SUMMARY: As an Inbound and Outbound Contact Center member you have an opportunity to challenge yourself and help our customer achieve their energy solution. You are the voice of PAS BBOX brand to our customers as such you are expected to represent our brand, products and services with each interaction you have with a customer or potential customer. In this role you are expected to adhere to the established performance indicators of the department and that customer enthusiasts are created through the promotion of PAS BBOXX’S products and services.  You will carry out outbound contacts to all PAS BBOXX’s customers in accordance with our aftersales debt management processes.
     

    ESSENTIAL COMPETENCIES, DUTIES AND RESPONSIBILITIES (Including but not limited to):

    FUNCTIONAL SUCCESS FACTORS:

    • Ability to engage in the day-to-day activities related to the operation of the Call Center (Customer Care Team)
    • Provide effective customer service to customer and potential customers and follow proper process.
    • Provide support, report and resolve customer concerns and complaints regarding technical issues and follow-up interactions with customers to check on level of satisfaction.
    • Acts as a source of information to customers by answering questions, escalating issues, follow-ups and gives instructions to customers as necessary.
    • You are expected to identify and escalate priority issues, complete call logs, maintain and update customer data in CRM
    • Ensure effective monitoring and response to incoming customer SMS and respond as necessary to resolve any customer issues and concerns.
    • You are expected to follow performance metrics per call center process to increase efficiency.
    • Support fellow Customer Care Team by attending appropriate training
    • You are expected to apply all necessary knowledge and skills on the job in regards to phone interactions with our customers and internal partners.
    • Attends company trainings and contribute to the overall company growth and company initiatives

    Managing Customer Service:

    • Ability to maintain a high-level customer service culture reinforced by effective customer interaction and follow-ups.
    • Effectively executing customer follow-up to encourage adherence to payment plan
    • Coordinate with the Retail Supervisor in resolving product recovery process from unpaid clients
    • Exceptional knowledge of and adherence to all company policies and procedures.
    • Provide guidance to customers by educating them on products based on clients’ needs and desires
    • Aligns team with activities that will ensure Call Center Performance goals are met
    • Demonstrate strong understanding of product guidelines, utilization and product performance.

    Managing Operations:

    • Provide support to the technical team by tracking and following up on new installations as well as follow up confirmation calls.
    • Responsible for updating and tracking customer payment in the system
    • Provide payment support to the mobile money agents on and troubleshoot any technical and payment issues on Switfta payment system.
    • Coordinate with Retail Sales Supervisor, Retail Area Manager and Shop Manager to compile and update installation data into the database. 

    Key Performance Attributes:

    •  Excellent verbal communication, listening and phone skills
    • Good motivational skills and enthusiasm
    • You are a strong problem solver and able to understand and adapt to customers’ needs
    • You are a strong communicator with great customer service orientation
    • Excellence data entry skills and attention to details
    • Strong persuasive and resilience skills (ability to work well under pressure and high stress
    • Strong positive attitude
    • Strong organization and time management skills

    QUALIFICATIONS

    Experience Required:

    • 6-- 1 year minimum experience in Customer Service, Call Center or Sales environment 
    • Candidate must be fluent in Hausa and English (Written and Oral)

    Minimum Education:

    • College Degree/HND/OND or equivalent work experience preferred
    • Working knowledge of computer systems (MS Office, Web understanding)

    Physical Requirements:

    •  Ability to move around the office and Call Center environment
    • Ability to operate office computer and other equipment

    Method of Application

    If the link to upload your CV does not work, you can submit your CV directly by following the instructions below

    Applicants should send a cover letter detailing why they should be given the role, the latest copy of their CV to . Applications should include ‘Customer Care Representative’ in the email subject header, along with the specific geographical region the applicant wants to apply for

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