Tele-Sales Executive at e.Stream Networks (Nigeria) Limited

Location: Victoria Island, Lagos
Reports to: Senior Manager, Retail Sales

Job purpose

• Tele-sales Executiveis responsible handling customers’ issues and complains telephone calls, emails and web notifications from customers regarding concerns they may have with their service and also maintaining good customer relationships.

Duties and Responsibilities
Technical / Analysis and Problem Solving:

• Answer incoming telephone calls, emails and web notifications from customers regarding concerns they may have with their service
• Make regular, outbound phone calls to the customer base to prevent customer churn
• Support customers in resolving their issues in a timely manner
• Manage open tickets and tasks for customer throughout the day, and document conversations in ticketing system
• Handle “escalated” calls from Level 1 and 2 support representatives when needed
• Re-negotiate customer contracts, customer credits, and product changes to prevent churn, under the supervision of Customer Retention Manager
• Respond to customer moves/adds/changes and prepare all necessary paperwork
• Adhere to Policy and Procedures as established within the department and the company

Customer Focus:

• Maintaining cordial relationship with dealers and customers
• Ability to deal with customers and resolve issues in a positive way
• Excellent communication skill
• Time management skill
• Interpersonal, Relationship Management & Collaboration:
• Prompt resolution of customer’s complains and queries by liaising with appropriate unit.

Requirements
Education & Work Experience:

• 1-2 years customer service and/or sales experience, with account management experience a plus.
• Experience negotiating contracts and managing long-term mid-to enterprise level B2C accounts
• Experience with ticketing systems and customer databases
• Exceptional interpersonal skills and a strong customer orientation
• Demonstrated customer service skills and multi-tasking skills essential
• Works as a team member as well as an individual.
• Ability to multi-task
• Relevant Professional Certificate will be an added advantage (NIPR, NIM)
• Competency, Skills & Certifications:
• Advance Negotiation Skills.
• Good interpersonal Skills.
• Presentation Skills.
• Customer Oriented Skills.
• Computer Skills

KPIs:

• To resolve customers’ complain and queries.
• Answer incoming telephone calls, emails and web notifications from customers regarding concerns they may have with their service
• Make regular, outbound phone calls to the customer base to prevent customer churn
• Support customers in resolving their issues in a timely manner
• Manage open tickets and tasks for customer throughout the day, and document conversations in ticketing system
• Handle “escalated” calls from Level 1 and 2 support representatives when needed
• Re-negotiate customer contracts, customer credits, and product changes to prevent churn, under the supervision of Customer Retention Manager
• Respond to customer moves/adds/changes and prepare all necessary paperwork
• Adhere to Policy and Procedures as established within the department and the company

Working conditions

• The incumbent may be required to sit in cold (air conditioned) rooms for a long time.
• The incumbent may be required to travel out of station occasionally.

Physical requirements

• This position does not require any physically demanding task. However, the incumbent should be physically fit to withstand the both physical and mental demands.

Direct reports:

• None