Current Job Offer at City Run Limited

Location: Lagos
Reports To: Manager

General Summary

•     Provides customer service support to the company by obtaining, analyzing and verifying the accuracy of order information in a timely manner.
•     Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained.
•     Prepares customer service summary reports. Co-ordinates the handling of difficult and/or unusual situations.

Core Functions:

•     Receives, processes and verifies the accuracy of orders from customers utilizing the organizations’ internal mainframe systems and customer purchase orders.
•     Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel.
•     Ensures and provides quality service to both internal and external customers.
•     Receives inquiries from and/or contacts the organization’s branch/regional offices to resolve a variety of order-related issues.
•     Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports.
•     Performs assigned system maintenance to various electronic order files.
•     Participates and provides expertise as a member to changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service.

Details of Function:

•     Contributes to the development and maintenance of standards, policies and procedures regarding customer service.
•     Responsible for being familiar with the company by-laws in order that all recruitment and retention decisions are made within by-law boundaries.
•     Responsible for actively ensuring the retention of the company customer base which includes promoting the organization to existing customers.
•     Works with the organization’s other offices to resolve problems, facilitate solutions and
•     enhance customer service offerings.
•     Prepares, generates and distributes daily reports and order acknowledgements to appropriate personnel.
•     Responsible for notifying administration of any required updates of customer records on the organization’s internal database.
•     Provides back-up support to other group members in the performance of job duties as required.
•     Answers customer inquiries/communications as required.
•     Maintains detailed call activity reports and provides them to the [Manager] on a regular basis.
•     Conducts follow up phone calls to survey respondents who have concerns or questions.
•     Performs other related duties as assigned by management.