Customer Service Representative at Alan & Grant

Zip/Postal Code: 100001
Location: Ikeja, Lagos
Job type: Full time
Industry: Technology

Job Summary

• The job holder will be to focus on providing the correct resolutions for both customers and the business.
• He/She will handle customer relationships and assist with their individual service needs whilst delivering excellent customer service.

Duties and Responsibilities

• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Maintain financial accounts by processing customer adjustments
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Prepare product or service reports by collecting and analyzing customer information
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of incoming calls
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensures the solution
• Keep records of customer interactions, process customer accounts and file documents
• Assist with placement of orders, refunds, or exchanges and cancel or upgrade clients accounts

Requirements

• Minimum of 2-5 years Proven customer support experience
• BSc Degree in Business Administration, Marketing or a related field
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiar with CRM systems and practices
• Proven ability to work under minimal supervision, demonstrate calmness and composure under stress and uncertainty
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize and manage time effectively.