Customer Service Representative at Fibrehub Internetworking Limited

Job Description

• Open and maintain customer accounts by recording account information.
• 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 clients’ 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.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Meet personal/team sales targets and call handling quotas.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Go the extra mile to engage customers.
• Resolve customer complaints via phone, email, mail or social media.
• Use telephones to reach out to customers and verify account information.
• Greet customers warmly and ascertain problem or reason for calling.
• Cancel or upgrade accounts.
• Assist with placement of orders, refunds, or exchanges.
• Advise on company information.
• Take payment information and other pertinent information such as addresses and phone numbers
• Place or cancel orders.
• Answer questions about warranties or terms of sale.
• Suggest solutions when a product malfunctions.
• Attempt to persuade customer to reconsider cancellation.
• Inform customer of deals and promotions.
• Utilize computer technology to handle high call volumes.
• Work with customer service manager to ensure proper customer service is being delivered
• Compile reports on overall customer satisfaction.

Job Requirements

• Candidates should possess a Bachelor's Degree / HND / OND qualification.
• 2 - 4 years work experience.