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  • Customer Service - Technical Support at Lorache Consulting Limited

  • Posted on: 6 June, 2019 Deadline: 30 June, 2019
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  • Lorache Group - Our client, an Internet Service Provider (ISP) with large base of customers across different locations in Nigeria and beyond have an opening in the capacity below:

    Customer Service - Technical Support

     

    Summary

    • Call Center Supervisors help train and motivate call center representatives as they answer questions, handle complaints, and provide support for customers

    Deliverables

    • Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
    • Ensuring agents understand and comply with all call center objectives performance standards, and policies.
    • Coaching and cultivate the knowledge and skills to provide excellent service to customers.
    • Answering agents questions regarding best practices or difficult calls.
    • Identifying operational issues and suggesting possible improvements.
    • Monitoring and evaluating agent performance, providing learning or coaching opportunities and taking corrective actions, if necessary.
    • Preparing reports and analyzing data to assist management as they determine call center goals.
    • Working with other supervisors and management team members to support agents and maximize customer satisfaction
    • Emphasis on first level trouble shooting and concern redressal
    • Maintain and build lasting customer relationships by ensuring concern attended are resolved
    • Build customers’ interest in products and services for all queries been attended
    • Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
    • Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies.
    • Answers questions and recommends corrective services to address customer complaints.
    • Determines work procedures, prepares work schedules and expedites workflow.
    • Study and standardizes procedures to improve efficiency of subordinates.
    • Maintains harmony among workers and resolves grievances.
    • Prepares composite reports from individual reports by subordinates.
    • Reviews PBX data to monitor the customer experience and subordinate statistics

    Requirements

    • Leadership Skills
    • Time Management.
    • Problem Solving.
    • Customer/Client Focus.
    • Computer knowledge
    • Analytical and efficient
    • Internet and Tech savvy
    • Customer query resolving skills
    • Sales Acumen
    • Customer focus
    • Excel knowledge (Must)

    Qualifications:

    • Must be a graduate with 3 - 5 years experience on customer care supervisory role.

    Language Speaking:

    • Fluent in Hausa, Igbo, Yoruba and English.

    Method of Application

    Interested and qualified candidates should forward their Resume /CV to: jobs@lorachegroup.com and lorachevacancy@gmail.com Using the position and location applied for as subject of the mail.

    Note: Only shortlisted candidates will be contacted.

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