Customer Care Consultant at eRecruiter Nigeria

Job Profile:

Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information

Key Responsibilities

• Answer calls and respond to emails
• Handle customer inquiries both telephonically and by email
• Research required information using available resources
• Manage and resolve customer complaints
• Provide customers with product and service information
• Enter new customer information into system
• Update existing customer information
• Process information received by client, requests and inquiries
• Identify and escalate priority issues
• Route calls to appropriate departments
• Follow up customer calls where necessary
• Document all call information according to standard operating procedures
• Complete call logs
• Produce call reports, monitor the trend of activity
• Carry out follow up campaigns and report activity and outcome 

Key Requirements

A.            Education / Qualifications:

• High school diploma or equivalent
• Proficient in relevant computer applications
• Required language proficiency in English (Hausa, Yoruba and Pigeon English is a plus)
• Knowledge of customer service principles and practices
• Knowledge of call center telephony and technology
• Some experience in a call center or customer service environment
• Good data entry and typing skills
• Knowledge of administration and clerical processes

B.            Experience:

• At least 4 years’ experience in customer service from a call centre
• Having worked with a power generation company is a plus

C.            Skills:

• Verbal and written communication skills
• Listening skills
• Problem analysis and problem solving
• Customer service orientation
• Organizational skills
• Attention to detail
• Judgment
• Adaptability
• Team work
• Stress tolerance
• Resilience

 10. Attributes / Personal Characteristics

• Professionalism and work ethics
• Positive attitude and energy
• Proactive, persuasive and self-confident
• Dedicated in delivering the objective and results