Customer Service Representative at OTP Internet Technology

Job Description

• We are recruiting for a Customer Service Officer who can help us achieve our company’s financial goals. The ideal candidate for this position must be willing to work as part of a dynamic team.

Responsibilities

• Ensure customer satisfaction and provide professional customer service
• Resolving 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.
• Maintaining a positive, empathetic and professional attitude toward customers at all times
• Using computerised systems to access the details of customers.
• Handling customer complaints, escalating to a supervisor when needed.
• Manage large amounts of incoming calls and live chats.
• Identify and assess customers needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods / tools.
• Meet personal / customer service team targets and call handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Resolve customer complaints via phone, email, or social media
• Use telephones to reach out to customers and verify account information.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines and policies.
• Providing feedback on the efficiency of customer service process.
• Take the extra mile to engage customers.

Job Specifications

• Minimum of B.Sc / HND in related field
• Minimum of 1 year of experience in similar role (NYSC experience acceptable).
• Experience with a CRM tool.
• Tech-savvy with working knowledge of Microsoft packages
• Goal oriented so as to meet daily targets
• Excellent communication skill (written and oral)
• Patience, ability to manage stress and negotiation skill.
• Open to working on Saturdays when required.