Fresh Vacancies at 3Line Card Management Limited

Job Duties

• Monitor agent / aggregator activeness.
• Monitor agent network daily and weekly transaction value and volume.
• Identify and monitor agents tx patterns and trends.
• Engage aggregators on performance of their agents.
• Engage all new agents who have not transacted after 3 days of on boarding and activate them.
• Send out surveys to agents to get feedback.
• Identify inactive and dormant accounts and engage to reactivate.
• Identify high transaction agents and give premium support.
• Give feedback to management on agent’s feed backs.
• Come up with retention strategies for the network and execute.
• Manage all external communication with the agent network.
• Hands on support and management of aggregator accounts.
• Work with regional teams to ensure agent activeness; recommend visitation etc.

Job Requirement / Skills

• ND / HND / B.Sc Degree.
• Minimum of 1 year experience in customer service.
• Courteous and friendly disposition.
• Patient and customer centric.
• Basic knowledge of excel.
• Enjoys talking on the phone.

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Job Duties

• Manage the customer engagement channels of the company.
• Resolve customer issues on the go.
• Manage irate customers.
• Display respectful and courteous manners while engaging customers.
• Able to adapt to shift changes and restore shift patterns.
• Build expert and dynamic knowledge of company products and services.
• Research information using available resources to satisfy customer inquiries.
• Build rapport with customers by engaging with them in an inviting, friendly, and professional manner, to deliver exceptional experiences nurture lasting relationships.
• Respond quickly, professionally, and accurately to all customer inquiries regarding quotes, orders, status requests, complaints, product returns, and warranties.
• Meet daily personal / team qualitative and quantitative targets by recommending and explaining benefits of additional company services, and seizing opportunities to sell products and services whenever possible.
• Maintain daily recordings, and log and document issues and resolutions in an electronic database for sales and executive management teams to review.
• Escalate customer issues to multiple levels depending on the issue.

Job Requirement / Skills

• ND / HND / B.Sc Degree.
• Minimum of 2 years experience in a call centre environment.
• Strong communication skills, including active listening and clear articulation.
• Ability to solve problems and alleviate conflicts or escalate tactfully.
• Ability to multitask, manage time, and prioritise.
• Able to work individually and as a team.