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Job Summary

• The Telemarketing Officer is responsible for generating leads, promoting products or services, and securing sales or appointments over the phone.
• They play a key role in building customer relationships, achieving sales targets, and supporting the company’s marketing initiatives.

Key Responsibilities
Lead Generation and Sales:

• Make outbound calls to potential or existing customers to inform them about products or services.
• Identify customer needs and suggest appropriate products or services.
• Achieve sales targets by closing sales over the phone or setting appointments for field sales representatives.

Customer Engagement:

• Provide detailed information about products, services, pricing, and promotions.
• Answer customer inquiries, address objections, and resolve issues professionally.
• Build and maintain positive customer relationships to encourage repeat business.

Database Management:

• Maintain and update customer databases with accurate and current information.
• Record details of customer interactions, including feedback and follow-up requirements.

Market Research:

• Gather insights from customer interactions to identify trends, preferences, and potential opportunities.
• Share customer feedback with the sales and marketing teams to refine strategies.

Compliance and Reporting:

• Follow telemarketing scripts and adhere to company policies and industry regulations.
• Prepare and submit daily or weekly reports on call outcomes, sales achievements, and customer feedback.

Collaboration:

• Work closely with the marketing team to support campaigns and promotions.
• Coordinate with other departments to resolve customer concerns and ensure seamless service delivery.

Qualifications
Experience:

• Prior experience in telemarketing, sales, or customer service is preferred.

Skills:

• Strong verbal communication and interpersonal skills.
• Persuasion and negotiation abilities.
• Proficiency in using telecommunication systems, CRM software, and basic computer applications.
• Time management and organizational skills.

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Job Summary

• The Collection Officer is responsible for managing overdue accounts, recovering outstanding payments, and ensuring timely resolution of disputes.
• They play a critical role in maintaining the financial health of the organization by minimizing bad debt and enhancing cash flow.

Key Responsibilities
Debt Collection:

• Contact customers via phone, email, or in-person visits to remind them of overdue payments.
• Negotiate payment plans and terms with customers based on their financial situation and the company’s policies.
• Follow up on agreed payment schedules to ensure compliance.

Account Management:

• Maintain detailed records of customer interactions and payment status in the database.
• Review and analyze aging reports to prioritize collection efforts.
• Investigate and resolve discrepancies in billing or payment records.

Compliance and Reporting:

• Ensure adherence to all legal and regulatory requirements in the collection process.
• Prepare and submit daily, weekly, and monthly collection reports to management.
• Recommend accounts for escalation to legal action or write-offs as needed.

Customer Relations:

• Handle customer inquiries regarding payment issues, billing, and account status.
• Provide excellent customer service while maintaining professionalism and firmness during negotiations.
• Educate customers about payment options and terms to avoid future overdue payments.

Team Collaboration:

• Work closely with the accounts, sales, and customer service teams to resolve payment issues.
• Share insights on recurring issues or patterns to improve processes and customer communication.

Qualifications

• Bachelor's Degree / HND / OND.

Experience:

• Previous experience in credit control, debt collection, or accounts receivable is an advantage.

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Key Responsibilities

• Customer Interaction:

  • Respond promptly to customer inquiries via phone, email, chat, or other channels.
  • Handle customer complaints and provide appropriate solutions within the established time limits.
  • Record customer information and communication details accurately in the system.

• Problem Resolution:

  • Identify and assess customer needs to provide timely and effective solutions.
  • Escalate unresolved issues to higher management or relevant departments as necessary.

• Information Management:

  • Stay updated on company products, services, policies, and procedures to assist customers effectively.
  • Provide accurate information to customers regarding product usage, services, and promotions.

• Operational Excellence:

  • Meet or exceed key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
  • Follow contact center scripts, guidelines, and compliance requirements.

• Collaboration:

  • Work with team members to ensure consistent service quality.
  • Share customer feedback with the relevant teams to improve processes and offerings.

• Administrative Tasks:

  • Maintain detailed records of customer interactions.
  • Generate and submit daily or weekly reports to the Contact Center Manager.

Qualifications

• Experience: Previous experience in customer service or a contact center environment is preferred.
• Skills:
  • Excellent verbal and written communication skills.
  • Strong problem-solving and multitasking abilities.
  • Proficiency in customer relationship management (CRM) software and basic computer applications.