Technical Customer Service Officer at Cydene Energy

RESPONSIBILITIES:

Strategic

• Develop strategies on how to position CEX to become Nigeria’s first choiced app amongst other mobile apps in the Energy space.
• Ensure Cydene meets all requirements to qualify and win the Tech Point’s award.
• Ensure quality control measures management are updated on latest information on the Tech Point awards.
• Drive quality and consistency
• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Turn prospective Clients to actual Clients
• Empower and Engage the Customer Service Team
• Enhance the First Call Resolution
• Identify new tools and technologies to better serve the customer
• Drive better sales through service

Operational

• Keep Accurate records and Document Customer Service actions and Discussions
• Analyze Statistics and Compile Accurate Reports
• Keep ahead of Industry’s developments and apply best practices to areas of improvement
• Control Resources and utilize assets to achieve qualitative and quantitative targets
• Work Effectively with all peers to negotiate and influence customer improvements
• Organize Training sessions for client representatives in order to enhance product knowledge.
• Manage Company / Customer’s contact list system
• Manage Company communication through Cydene CRM channels.

KEY PERFORMANCE INDICATORS:

•  Increased response time to resolve complaints
•  Maintain 100% of customer base.
•  Quality of Customer Feedback
•  Average Response & Resolution time of customers complaints
•  Increased number of acquired reviews
•   Improved Customer retention Rate

PERSON SPECIFICATION:

• BSc degree in Computer Science or a  related field
• Proven Experience in providing customer service support
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Able to use these relationships to deliver service improvements
•   Female preferably for gender balance, Tech savvy and ability to resolve first line issues to customers
• Proven Experience in providing customer service support
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Customer service orientation
• Tech Savvy
• Ability to diagnose first hand solution to customers before Escalating to Tech Team
• Able to use these relationships to deliver service improvements

Only candidates who meet the requirements will be shortlisted