Control Room Officer at Morris Royal Limited

Location: Isheri OPIC, Lagos - Ibadan Expressway - Lagos

Job Brief

• We are looking for a Control Room Officer that will be the remote operation controller of our guards services and liaison between our company and its clients.
• The successful candidate will be able to accept responsibilities for promoting quality guards services by resolving or escallating guards' issues and clients complaints as well as general inquiries; keeping customer satisfaction at the core of every decision and behavior.

Responsibilities

• Monitor guards' attendance and alertness at all times.
• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify clients’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell our services when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center logbook in a comprehensible way
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets

Requirements

• High School Degree
• Previous experience in a customer support role
• Track record of over-achieving quota
• Strong phone and verbal communication skills along with active listening
• Familiarity with CRM systems and practices
• Clients focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively