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  • Customer Services Representation at 3Line Card Management Limited

  • Posted on: 3 June, 2019 Deadline: 17 June, 2019
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  • 3Line commenced business with the primary aim of using technology to make financial services easily accessible to the financially excluded. We believe this is a basic human right, and 3Line is our platform for achieving this purpose. We do this by being a one stop shop for electronic payments service. Our infrastructure processes transactions across multiple electronic channels. We focus on four key areas: Card scheme (FreedomCard), Transaction Switching & Processing, Agent & Branchless banking and bespoke electronic payment application development.

    Customer Services Representation

     

    Job Summary

    • Responsibilities: Serves customers by providing product and service information; resolving product and service problems.

    Job Functions

    • Identify and assess customers’ needs to achieve satisfaction
    • Use the organizational Enterprise System
    • Build sustainable relationships of trust through open and interactive communication
    • Provide accurate, valid and complete information by using the right methods/tools
    • Meet personal/team sales targets and call handling quotas
    • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
    • Keep records of customer interactions, process customer accounts and file documents
    • Follow communication procedures, guidelines and policies
    • Go the extra mile to engage customers
    • Resolve customer complaints via phone, email, mail or social media
    • Use telephones to reach out to customers and verify account information
    • Greet customers warmly and ascertain problem or reason for calling
    • Cancel or upgrade accounts
    • Assist with placement of orders, refunds, or exchanges
    • Advise on company information
    • Take payment information and other pertinent information such as addresses and phone numbers
    • Place or cancel orders
    • Answer questions about warranties or terms of sale
    • Act as the company gatekeeper
    • Suggest solutions when a product malfunctions
    • Handle product recalls
    • Attempt to persuade customer to reconsider cancellation
    • Inform customer of deals and promotions
    • Sell products and services
    • Utilize computer technology to handle high call volumes
    • Work with customer service manager to ensure proper customer service is being delivered
    • Close out or open call records.
    • Compile reports on overall customer satisfaction
    • Read from scripts
    • Handle changes in policies or renewals
    • Resolve customer complaints via phone, email, mail or social media.

    Requirements

    • High School Diploma, general education degree or equivalent.
    • Ability to stay calm when customers are stressed or upset.
    • Comfortable using computers.
    • Experience working with customer support.
    • Are you a focused service oriented person with good communication skills both written and verbal.
    • Good organizational and problem solving skills

    Method of Application

    Interested and qualified candidates should send their Application and CV to: humanresources@3lineng.com Using the "Job Title" as the subject of the mail.

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