Customer Services Representative at Xnet Security Technologies Limited

Job Summary

• Acting as a liaison between customers and the company, the customer service personnel shall assist with complaints, orders, errors, account questions, billing, cancellations, and other queries.
• He/she will also be involved in the sales of highly intelligent vehicle tracking products and solutions and shall coordinate all sales, records and associated matter in the region.

Primary Responsibilities

• 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
• Assist with placement of orders, refunds, or exchanges
• Advise on company information
• Place or cancel orders
• Answer questions about warranties or terms of sale
• Act as the company gatekeeper
• Suggest solutions when a product malfunctions
• 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.
• Log all queries properly and escalate possible complaints to the concerned teams using effective tools
• Take all possible measures to timely resolve customer's query and process them in accordance with our established procedures and policies

Qualifications/Experience

• A Bachelor's Degree/HND in Marketing, Humanities or any other related Social Science field
• Ability to manage time and stress and time manage
• Technical support expertise to handle customer complaints which requires prior computer handling skills
• Interested candidates must also possess sales experienced with IT knowledge to sell our highly intelligent assets tracking products and services
• Excellent communication, presentation & negotiation skills
• Multi-task, maintain a high standard of service and quality
• A minimum of 2 years work experience in a similar position
• Must be based in Lagos
• Experience in logistics & transportation industry will be an added advantage.