Customer Service Representative at Afconrecruit Limited

Purpose of the Role

• The Customer Service Representative will handle customer interactions through phone, email, live chat, and walk-in centers. They will resolve complaints, provide information about products and services, process requests, and ensure a positive customer experience.

Scope of Work

The CSR will:

• Respond promptly to customer inquiries across multiple channels.
• Resolve complaints professionally and escalate complex issues when necessary.
• Provide accurate information on company products, services, pricing, and promotions.
• Manage service requests such as new connections, upgrades, or troubleshooting.
• Follow up on customer concerns to ensure resolution and satisfaction.
• Maintain detailed records of customer interactions in the CRM system.
• Support sales and retention efforts by identifying upselling and cross-selling opportunities.

Key Responsibilities

Customer Engagement

• Deliver timely and courteous responses to all customer queries.
• Maintain professionalism and empathy during interactions.

Issue Resolution

• Troubleshoot common service-related problems.
• Escalate unresolved issues to technical or supervisory teams.

Service Support

• Process service requests such as activations, billing queries, and plan changes.
• Provide clear guidance to customers on product usage and service features.

Documentation & Reporting

• Accurately update customer accounts and service requests.
• Provide periodic reports on complaints, feedback, and resolution timelines.

 Deliverables

• Timely handling of assigned customer queries and requests.
• High levels of customer satisfaction and reduced complaint turnaround time.
• Accurate reporting and record keeping of customer interactions.
• Contribution to service improvement through customer feedback.

Key Performance Indicators (KPIs)

• Average response and resolution time.
• Customer satisfaction ratings (post-interaction surveys).
• First Contact Resolution (FCR) rate.
• Number of complaints escalated versus resolved.
• Adherence to communication protocols and service standards

Requirements

Qualifications and Experience

• OND/HND/Bachelor’s degree in any discipline.
• Minimum of 1–3 years’ experience in customer service, preferably in telecoms, ICT, or service-related industries.
• Strong communication and interpersonal skills.
• Ability to multitask and work under pressure.
• Familiarity with CRM tools and Microsoft Office.
• Problem-solving attitude with empathy for customers.