Call Center Officer at Palton Morgan Holdings

JOB SUMMARY

• Palton Morgan Holdings is seeking a motivated and results-driven professional who will be an essential point of contact for our clients, providing exceptional customer service and support.
• This role is instrumental in ensuring that our clients' inquiries and concerns are addressed promptly and professionally.

Key Responsibilities:

• Receive and manage inbound and outbound calls and direct to appropriate unit accordingly within the specified timeline.
• Ensure all calls are answered in line with approved scripts and records maintained
• Project a positive and courteous attitude always to customers in all communication
• Provide high-level support service by taking ownership of all customer requests by logging, managing and coordinating inquiry through to resolution and satisfactory closure
• Keep customers abreast on the progress of all queries presented for timely feedback management
• Provide first-call resolution by displaying expert knowledge of company products and services.
• Monitor, follow up, & and update clients on existing and new product availability within a specified time through phone calls, emails, SMS, and any other approved channel
• Periodically communicate to clients on their level of development and possible delivery dates as directed by Head of Customer Service
• Assist the unit in sending transaction update to the customer on receipt, deed or refund pick-up
• Maintain a daily log that captures all customer calls, inquiries, requests and complaints received for documentation and timely response to improve customer satisfaction on CRM
• Ensure up-to-date record of all client transaction is maintained accurately in soft and hard file in line with company-approved standard (ISO) and on CRM.
• Ensure new customer information is maintained and periodically update existing clients information on the system
• Promote company products to create new business and increase customer database
• Capture feedback from customers to drive continuous improvement in service delivery
• Generate reports on all Contact Centre activities initiated and submit to the team lead within stipulated timeline.

Qualification

• HND/BSc in Business Admin, Social Science or any relevant field

Competencies

• CIPM or a top customer experience certification
• 4 - 5 years' experience in a fast paced call center and customer service.
• Proven knowledge of Avhaya
• Must have great communication skills