Hausa Speaking CX Associate at Baobabplus

Mission

• The Customer Experience Associate will effectively manage Customers by providing telephonic assistance in a 360-degree focused Call Centre.
• The job holder will Provide full services which include responding to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information to all Baobabplus existing and potential stakeholders.
• You will also inform customers of the product terms and features and project a professional company image through voice and online interactions

Responsibilities

Customer Support

• Answering phones from customers professionally and responding to customer inquiries and complaints.
• Handling and resolving customer complaints regarding product, sales and customer service problems.
• Managing communication and coordination with internal departments.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Identifying and escalating priority issues as may be necessary.
• Following up complicated customer calls where required.
• To understand customers' complaints/requests and close as First Time Resolution (FIR) and escalate where necessary.
• To ensure customer satisfaction is achieved in every interaction recorded.
• Ensure you follow the customer service script provided for uniformity.
• Engage in telesales activities to all prospects/leads from marketing campaigns.
• Engage in telesales activities to existing clients on products and services.
• Monitor sales and conversion performance
• Engage in outbound call activities for survey plans.

Profile

• OND/HND in any field.
• Fresh graduate with passion for customer service
• Excellent Listening and Probing skills.
• Excellent time management and organizational skills.
• Ability to use basic computer software.
• The ability to handle rejection and stress in soliciting customers.
• Excellent time management and multitasking skills.
• Knowledge of 1 or more of the 3 major Nigerian languages. Reporting Customer Experience Manager.