• Graduate Jobs at Mikano via Best Search

  • Posted on: 19 May, 2015 Deadline: Not Specified
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  • Best Search Recruitment is recruiting for Mikano for the following positions: Call Centre Agent and Customer Care Manager

    Call Centre Agent

     

    Call Agent: Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information. 

    Group / Department: Marketing/ Customer Care
    Job Title: Call Agent
    Direct Manager: Customer Care Supervisor

    Accountabilities:

    Answer calls and respond to emails
    Handle customer inquiries both telephonically and by email
    Research required information using available resources
    Manage and resolve customer complaints
    Provide customers with product and service information
    Enter new customer information into system
    Update existing customer information
    Process information received by client, requests and inquiries
    Identify and escalate priority issues
    Route calls to appropriate departments
    Follow up customer calls where necessary
    Document all call information according to standard operating procedures
    Complete call logs
    Produce call reports, monitor the trend of activity
    Carry out follow up campaigns and report activity and outcome

    Job Dimensions

    Serve as an intermediary between a company and its customers, answering consumer questions and helping resolve issues with a product or service; having the ability to communicate information from the client to the correct concerned division

    Success Factors

    Building a healthy and consistent relationship with customers
    Representing the company at its best
    Achieving maximum customer satisfaction
    Ensuring all customer experiences are handled accordingly and are in line with the procedures and policies of the company
    Increase customer engagement and awareness

    External: customers, Prospects/Potential Customers

    Internal:

    Direct: Customer care call agents, Customer Care Supervisor, Customer Care Manager

    Indirect: Sales Representatives, Operation Executives, Workshop Representatives, Marketing Personnel, IT, Finance Executive, Division Representatives

    Communication & Working Relationships

    External: customers, Prospects/Potential Customers, system provider

    Internal:

    Direct: Customer care call agents, Customer Care Supervisor, Marketing Manager, Sales Director/Manager, Managing Director, Head/GM of Operations, Finance Manager, Division Manager

    Indirect: Sales Representatives, Branch Managers, Operation Executives, Workshop Representatives, Marketing Personnel, IT, Finance Executive, Division Representatives

    Education / Knowledge / Experience / Skills

    A. Education / Qualifications:

    High school diploma or equivalent
    Proficient in relevant computer applications
    Required language proficiency in English (Hausa, Yoruba and Pigeon English is a plus)
    Knowledge of customer service principles and practices
    Knowledge of call center telephony and technology
    Some experience in a call center or customer service environment
    Good data entry and typing skills
    Knowledge of administration and clerical processes

    B. Experience: At least 4 years’ experience in the field, worked with a power generation company is a plus

    C. Skills:

    Verbal and written communication skills
    Listening skills
    Problem analysis and problem solving
    Customer service orientation
    Organizational skills
    Attention to detail
    Judgment
    Adaptability
    Team work
    Stress tolerance
    Resilience

    Attributes / Personal Characteristics
    Professionalism and work ethics
    Positive attitude and energy
    Proactive, persuasive and self-confident
    Dedicated in delivering the objective and results

    go to method of application »

    Customer Care Manager

     

    Customer Care Manager: Maintains customer satisfaction by providing problem-solving resources; managing staff
    Group / Department: Marketing/ Customer Care

    Job Title: Manager
    Direct Manager: Marketing Manager

    Accountabilities

    • Setting Customer Service Plan, Goals & objectives, Budget, Policies & Procedures.
    • Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
    • Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
    • Maximize CRM system affectivity by monitoring the input into the system, quality of information, projecting weekly/monthly reports.
    • Conduct weekly team meetings with CCU to improve efficiency, provide all division heads with a weekly/monthly report on updates, activity, concerns, and recommendations.
    • Attend sales/aftersales/marketing meetings to update on company goals, plans, and activity.
    • Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
    • Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
    • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
    • Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
    • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
    • Accomplishes information systems and organization mission by completing related results as needed
    • Coming up with innovative campaigns to reach customers and revive the company image

    Job Dimensions

    • Serve as an intermediary between the company and call agents, strategizing in serving the clients best interest keeping the companies interest as a top priority; Ensuring that the channel of communication is valid and effective

    Success Factors

    • Organized and systematic Customer Care Unit, whereby the process of communication is valid and effective
    • Building a strong team
    • Using radical methods to achieve goals & objectives
    • Ensuring all customer experiences are handled accordingly and are in line with the procedures and policies of the company
    • Achieving maximum customer satisfaction
    • Not allowing any issue to drop unanswered (following up all communication regularly)
    • Significant increase in customer satisfaction generates increase in sales
    • Communication & Working Relationships

    External: customers, Prospects/Potential Customers, system provider

    Internal:

    Direct: Customer care call agents, Customer Care Supervisor, Marketing Manager, Sales Director/Manager, Managing Director, Head/GM of Operations, Finance Manager, Division Manager

    Indirect: Sales Representatives, Branch Managers, Operation Executives, Workshop Representatives, Marketing Personnel, IT, Finance Executive, Division Representatives

    Education / Knowledge / Experience / Skills

    A. Education / Qualifications:

    High school diploma or equivalent
    Proficient in relevant computer applications
    Required language proficiency in English (Hausa, Yoruba and Pigeon English is a plus)
    Knowledge of customer service principles and practices
    Knowledge of call center telephony and technology
    Extensive Experience in a call center or customer service environment
    Good data entry and typing skills
    Knowledge of administration and clerical processes
    Has experience in budgeting and planning
    Management skills
    Has the ability to lead a team and develop and implement standards, policies, and procedures.

    B. Experience: At least 6 years’ experience as a customer care manager, has around 10 years of experience in the Customer care/service field, worked with a power generation company at any point in career is a plus

    C. Skills:

    Verbal and written communication skills
    Listening skills
    Problem analysis and problem solving
    Decision making
    Customer service orientation
    Analytical skills
    Organizational skills
    Attention to detail
    Judgment
    Adaptability
    Team work
    Stress tolerance
    Resilience

    Attributes / Personal Characteristics
    Professionalism and work ethics
    Positive attitude and energy
    Proactive, persuasive and self-confident
    Dedicated in delivering the objective and results

    Method of Application

    Use links below to apply

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