Customer Service Representative at Industries Safety Nigeria Limited (Safety Nigeria)

Tasks

• To attend to all customer's enquiries and sell competitive products.
• Support and provide superior service to customers via phones, e-mails and faxes as a receiver and caller.
• To deal with customers via telephone, Internet, e-mail and instant messaging.
• To offer sales advice on products to customers
• Build and maintain effective customer relationship
• To strategically engage in active selling of products and close sales opportunities
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• First line interaction with customers.
• Ensure customer's request/ concerns are attended, documented, and reported to management.
• Create content and engaging ideas for online campaigns
• Improve customer service experience, create engaged customers and facilitate organic growth.
• Take ownership of customer’s issues and follow problems through to resolution.
• Set a clear goal and deploy strategies focused towards that mission
• Maintain an orderly workflow according to priorities

Work Environment

• The Job is performed indoors in a traditional office setting. Activities include extended periods of sitting and extensive work at a computer.

Basic Job Requirements/Qualification
Educational Qualification:

• Completed Tertiary Education (B.Sc, OND/HND e.t.c)
• A high-performance academic track record (Added Advantage)

Skills:

• Must have good interpersonal skills to understand customers’ inquiries or complaints and deal effectively with people who may be worried, frustrated or angry.
• Must be able to learn quickly so they can acquire the product knowledge to answer customers’ questions accurately.
• Must also have good knowledge of telephone and computer systems so they can use call centre systems efficiently
• Knowledge of Zoho CRM
• A good command of Zopim customer service
• Proficient in Microsoft Office Word

Competencies
Personal capabilities which are critical to the production of quality outputs are:

• Ability to work unsupervised or with supervision is important.
• Good Looking (Female Preferably)
• Presentable,
• Ability to read and write
• Accuracy and attention to detail
• A dynamic person with excellent interpersonal and communication skills
• Ability to use judgement and make decisions
• Effective control of financial resources
• Is a role model for the team
• Good interpersonal skills
• Ability to use initiative
• Passion about web design
• Team spirited
• A Strong IT skill is a necessity.