Call Center Agent at Ikeja Electricity Distribution Company

Reporting To: Contact Centre Manager

Role Purpose

• This role will be responsible for receiving and responding to complaints received via the following medium: Phone Calls, Email, Social Media platforms (Facebook, Twitter) and Live-chat, handle the outbound telephone operations and ensure that complaints are handled in a professional and courteous manner.

Responsibilities

• Manage all inbound or outbound customer conversations seamlessly on all channels voice, email, live chat, and social media- to authenticate customer information, validate customer details, inform customers of impending technician visits, collate customer availability status and update same on the relationship management tool.
• Professionally manage customer expectation at all levels by resolving most calls on the first contact or refer them to the correct department / unit for possible resolution.
• Upsell self-service options to enhance customer satisfaction and delight   
• Responding efficiently and accurately to customers, explaining possible solutions, and
• Ensure that customers feel supported and valued.
• Actively take advantage of the instant feedback mechanism on the established social media platforms to engage customers with a view to resolution of complaints.
• Maximize resources by troubleshooting customers’ complaints in a bid to provide accurate, valid and complete information to customers.
• Sound Email etiquette needed to understand customer’s expectation, streamline communication and make the information being sent out clear and concise.
• Listen to customers to better understand their grievances, paraphrase, summarize and document all interactions using specified platforms accurately.
• Drive improved presence and build customer loyalty by providing good service at all times.
• Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures.
• Assist in Carry out any other duties as requested by Head Customer Service and Head of Department.

Minimum Qualifications

• First Degree in Art, Sciences and any other Social Science course
• 1 - 2 years relevant work experience with call center (Inbound & Outbound), Live chat, social media and email management system.

Technical Competencies:

• Ability to write emails in clear, concise and professional manner
• Good telephone handling skill
• Ability to verbally communicate in simple and clear terms
• Social Media Savvy
• Excellent knowledge of Facebook, Twitter, Instagram and other chat platforms’ best practices
• Good customer service management skills
• Good Analytical skills
• Excellent use of diction
• Proficiency in Microsoft office suites

Behavioral Competencies:

• Ability to work under pressure and multi-task effectively
• Good interpersonal Skills
• Attention to Detail
• Good team player
• Commitment to Task
• Adaptability and accountability.