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SmartSMSSolutions, owned by HoRLaR IT Solutions Limited, is the Nigeria fastest growing mobile marketing start-up. We want you to join our team. We are always looking for smart people who are solution-oriented. We are looking for only those who are great at what they do. If you think you are a smart solution provider, we invite you to build your career with us.
Contact Centre Professional
Basic Function of the Position
Takes calls from/chat with clients, listening to their requests and queries
Develops a real rapport with customers to gain their trust and confidence and to get a clear picture of their individual needs
Answers simple queries swiftly and politely
For more complex queries, ask further questions to help gather more information about each customer’s exact needs
Guides customers through the various mobile marketing products and services we provide
Ensures that the correct action is taken to meet that clients’ mobile marketing needs and preferences
Escalate issues when and where necessary
Determines requirements by working with customers
Answers inquiries by clarifying desired information; researching, locating, and providing information.
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
Fulfils requests by clarifying desired information; completing transactions; forwarding requests.
Sells additional services by recognizing opportunities to up-sell or cross product and services; explaining new features.
Maintains call centre database by entering information.
Keeps equipment operational by following established procedures; reporting malfunctions.
Updates job knowledge by participating in educational opportunities both in-house and off-site
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Maintains stipulated call centre KPI
Qualifications and Requirements
Must be able to talk, think and type at the same time
Must be able to pay attention to details
Must be able to touch-type and attain a minimum of 40 words per minute
Must be proficient in use of computer especially MS office packages
Must have good command of English Language
Dynamic and enthusiastic person with good written and verbal communication skills
Persuasion and Influencing skills, strong negotiating skills
Good work organization, time management skills and ability to work under pressure
Ability to work quickly, methodically and accurately
Sound interpersonal skills
Ability to work as part of a team
Self-motivated, delivers quality work and is proactive
Result driven as this is a high-performance, output environment
Ability to work to targets
Ability to self-manage and self-motivate- must be a self-starter and work with minimal supervision.
Interested candidates should send Resume, Cover Letter and Scanned copies of the credentials to: email@example.com with the Job Title as the subject of the mail.