Customer Experience Representatives at A4&T Power

Job Summary

• Ensures delivery of excellent customer service through accurate and fast processing of customer complaints/inquiries.
• Provides support to all internal and external customers, and leads.
• Communicates and coordinates with other departments and partners in order to fulfill customers’ needs.
• First point of customer contact for general inquiries, like product availability, pricing, etc.
• Builds and maintains business relationships with clients and suppliers by providing prompt and accurate service, so as to promote customer loyalty.

Essential Functions Statement(s)

• Receive complaints via phone, e-mail, and enter complaints/enquires into the system.
• Answers customer inquiries/communications as required.
• Enter customer's data into the system daily for easy follow-up on all monthly installment payments.
• Maintaining and ensuring all captured data are captured correctly.
• Ensure daily follow-up of all monthly payments due for the day
• Welcome calls to newly joined customers on product knowledge and usage
• Responsible for actively ensuring the retention of the organization’s customer base which includes promoting the organization to existing customers while Making and receiving both inbound and outbound calls
• Strictly monitoring of all customer payment plan and ensuring payment is done as at when due
• Provides back-up support to all internal departmental request within/outside customer service scope
• Facilitates the collection of competitive information to monitor business trends and opportunities
• Maintains detailed call activity reports and provides them to the Manager on a regular basis.
• Conduct customer satisfactory surveys on customers
• Conducts follow up phone calls to survey respondents who have concerns or questions

Requirements

• Candidates should possess an HND / B.Sc. Degree (Graduate) in any discipline
• Minimum of 2 years progressive customer service experience
• Ability to speak Hausa/Yoruba Language fluently
• Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
• Detail Oriented & Able to Multi-task.
• Excellent Communication Skills - Ability to communicate effectively with others orally and in writing.
• Conflict Resolution - Ability to deal with others in an antagonistic situation.
• Honesty / Integrity - Ability to be truthful and be seen as credible in the workplace.
• Interpersonal - Ability to get along well with a variety of personalities and individuals.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Team Builder - Ability to convince a group of people to work toward a goal.
• Autonomy - Ability to work independently with minimal supervision.

Computer Skills:

• Ability to operate a computer with Microsoft Office and Excel
• Must be able to speak one or more of the main languages (Hausa, Igbo and Yoruba) Fluently.