Customer Service Officer at SENCE Nigeria

Job Description
Essential duties and responsibilities include the following. Others may be assigned:

• Deal directly with customers either by telephone, electronically or face to face
• Respond promptly to customer inquiries
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle product inquiries.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Process orders, forms, and requests
• Organize workflow to meet client timeframes
• Direct requests and unresolved issues to the designated resource
• Manage client’s records

Competencies:

• Service Oriented: Treats customers courteously, responds to customer requests in a timely manner.
• Proactive: Proactively identifies customer needs
• Problem solving: Takes responsibility to resolve customer complaints.
• Flexibility/Adaptation - Demonstrates flexibility in work practices, procedures or processes; Shares information, resources, and ideas and works actively to resolve conflict to a positive outcome. – Adapts to change, open to new possibilities, handles pressure and adjust plans to meet changing needs.
• Emotional Control: Ability to maintain a rational and objective demeanour when faced with stressful or difficult situations or client

Knowledge and Skill Requirement

• Applicant is required to have 2 years progressive customer service or direct marketing experience.
• Ability to work well under pressure and be able to juggle many projects simultaneously.
• Excellent interpersonal skills
• Excellent communication skills.
• Smart and fast thinker, able to handle unexpected situations.

Person Specification:

• Exposed
• Flexible
• Quality conscious
• Time conscious
• Passionate for customer satisfaction
• Problem solver
• Meticulous