Community Operator at ICT Beyond Borders

Job Code: APDT-01CO
Purpose

• The Community Operator (CO) in conjunction with the rest of the TSSC team plays a key role in delivering an exceptional professional and friendly service to all support centre customers, visitors and prospective new clients.
• The CO is an extension of our desire for customer success, they ensure client/ users are able to use our tools to connect to businesses and Government services to find business opportunities and ensure optimum management of their online needs
• As a Community Operator you will be working within a very busy team under continuous pressure to meet deadlines in a trade service support center. This involves assisting in the day-to-day operations of the centre. Main key is for you to provide an outstanding, professional customer experience and to make sales through leads generated via online, email and telephone enquiries in -line with the monthly, quarterly and annual targets.
• The successful candidate should be well presented, professional and enthusiastic with a flexible and friendly attitude. He/ she must be able to thrive and perform in a busy, often in a pressured environment dealing with people of diverse cultures and literacy, with targets and high customer and Company expectations. With working hours of 8:00am to 8:00pm and 3 days off a week
• Since the CO will be the first point of contact for new and existing customers and visitors therefore providing an exceptional impression and service.

The Main Duties and Responsibilities
Responsible for the day to day running of the centre and providing services including:

• Managing switchboards; handling calls of various internal/external clients as well as various Aniwura areas of business at the center
• Responsible for maintaining and troubleshooting basic IT and telecom technical issues, set up and queries
• Always arrange the centre to accommodate visitors
• Sales order processing
• Help users in the preparation of Purchase Orders
• He/she can assist in order Procurement on behalf of visitors/users
• Answering queries from walk in customers and over the telephone clients
• Giving advice and guidance on product selection to customers
• Liaising with other internal departments for customer success.
• All other general administrative tasks at the centre
• Ensure continual upkeep and standards of the trade centre to include operations/office area and communal areas
• Contributes to the overall revenue of the centre by identifying opportunities to promote Aniwura products and services
• Assisting customers/users both buyers and sellers to find the goods and products they are looking for through any of our catalogues or online marketplaces
• Administrative tasks- Sort mails/packages for onward delivery, (i.e.) Loyalty cards, parcels, etc, answering phones on behalf of the technology illiterates, sending their packages and supplies
• Delivering all round excellent customer service and ensuring customers have a great purchasing and selling experience
• Responsible for dealing with customer complaints right through to resolution with the support of your management team
• All other assigned duties may vary depending on TSSC needs.

Qualifications

• B.Sc/ HND/ OND - Smart GCSE/WAEC/ NECO holders with standard A - C in Maths and English will be considered
• Working knowledge of Microsoft Office Suite, including Word, Excel, Powerpoint and outlook and the ability to understand further programmes to assist in the day to day centre operations
• Excellent computer skills - Office; Excel, Word, any CRM system

Skills & Competencies:

• Experience not needed but beneficial
• Fluent in English and native language
• Attention to detail
• Excellent telephone manner
• Excellent customer service skills
• Ability to work as part of a sales team
• Great working attitude
• Friendly and engaging personality
• Ability to operate basic office equipments
• Speak the local native language and possibly pass a Nigerian language with C in WAEC ( vernacular English a plus)
• Customer service skills, including the ability to remain flexible and calm in high pressure or continually changing situation
• Effective and professional communication skills in both local language and English (written and oral)
• Solid organisational skills, including the ability to prioritise and multi task in a demanding environment
• Excellent time management and personal organisational skills-1 year experience in sales, store
• Keeping marketing or internship will be a plus.