Call Centre Agent at Ikeja Electricity Distribution Company

Reporting To: Contact Centre Manager

Role Purpose

• 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 telephony operations as well as ensuring 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. 
• Effectively and 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.    
• Effectively upsell self-service options to enhance customer satisfaction and delight   
• Responding efficiently and accurately to customers, explaining possible solutions, and 
• ensuring that customers feel supported and valued. 
• Actively taking 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. 
• Effectively 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.
• Maintains and improves 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
• At least 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