ARM Life formerly CrystaLife Assurance Plc. is the insurance subsidiary of Asset & Resource Management Company Ltd (ARM).
Its parent company, ARM is one of the largest non-bank financial services firms in Nigeria with a focus on asset management. Established in 1994, ARM started operations as a traditional asset management company specialising in the ...
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Language Proficiency: HAUSA Fluency: HIGH Responsible for the timely management of calls (both inbound and outbound); identifying customers’ needs and providing appropriate solutions to their complaints.
Responsibilities
Answer incoming calls and respond to customer’s emails
Management and resolve customer complaints
Sell products and place customer orders in the computer system
Identify and escalate issues to supervisors
Provide product and service information to customers
Research required information using available resources
Research, identify, and resolve customer complaints using applicable software
Process orders, forms, and application
Route calls to appropriate resources
Document all call information according to standard operating procedures
Recognize, document, and alert the management team of trends in customer calls
Follow up customer calls where necessary
Upsell products and services
Complete call logs and reports
Other duties as assigned
Requirements
A first degree in a relevant field
1-3 years of experience in a call center environment
Technical expert in related computer applications.
Able to react effectively and calmly in emergencies.
Able to maintain customer confidentiality.
Previous experience in a similar role, and high fluency in YORUBA, IGBO or HAUSA language
Excellent verbal & phone communication skills, with active listening
Excellent relationship management skills and highly developed emotional intelligence
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