Customer Service Officer at PropertyPro.ng

Job Purpose

• The Customer Service Officer will answer incoming calls from customers who want to make and respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information.
• The customer service officer will be always attend to consumers interested in the products the company offers and will be responsible for assisting them in completing their transaction online and over the phone or passing relevant information to the sales team.
• The Customer Service Officer will also inform customers of the product terms and features and project a professional company image through voice and online interactions.

Main Duties / Responsibilities

• Answer incoming calls.
• Work on assigned calls generated from the company's lead.
• Manage and resolve customer complaints
• Get payment information from customers and pass on to supervisor for necessary action
• Identify and escalate issues to supervisor
• Provide product and service information to customers
• Research required information using available resources
• Research, identify, and resolve customer complaints using applicable software
• Document all call information according to standard operating procedures.
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer/ sales team calls where necessary
• Upsell products and services
• Complete call logs and reports
• Other duties as assigned

Qualification and Skills

• University degree / HND
• 2 - 5years of experience in a Customer Service environment
• Proficient in relevant computer applications
• Knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication skills
• Ability to handle stressful situation appropriately
• Knowledge of sales techniques
• Knowing how to adapt your sales pitch according to the customer's profile and reactions