Graduate Interns at ToLet.com.ng

Job Description

• E-mail and telephone support, investigating, diagnosing and resolving agents’ enquiries; working where necessary with internal support teams and other colleagues (e.g., call-center, Finance, IT).
• Remain in constant communication with a team of district managers and work closely to deliver sales support and attend to all agents’ requirements.
• Taking end-to-end ownership over issues and managing agents expectations accordingly, appropriately escalating issues where required, providing education and ensuring issues are fully resolved in a timely manner.
• Creatively transforming a agents’ property particulars (text & images) into a ToLet’s admin web portal, including creating a summary description that will encourage users to view the full property details and ultimately generate sales enquiries.
• Responsibility for administering new product orders and making them live on the website.
• Ensuring agents’ property details are displayed promptly, accurately and are updated regularly.
• Maintaining the customer contact database - ensuring it is up to date and accurate.
• Request bespoke reports for agents on a variety of data sets such as product usage.
• Liaising with other business units and technology teams within ToLet to troubleshoot and resolve customer enquiries.
• Perform a high volume of cold calls (50-80 daily) in order to secure new business
• Accomplish targeted performance objectives on a consistent basis
• Any other administrative / support tasks as required.

Required Skills:

• You strongly believe ‘good enough is never good enough‘
• Open and honest team player
• Excellent eye for detail and accuracy
• Analytical and confident with data analysis
• Able to thrive in a hardworking and dynamic team
• Driven to exceed expectations
• Problem solver with the ability to take ownership & resolve issues
• Strong communication skills
• Ability to challenge ideas and ask questions
• Must be competent in using a PC, particularly confident in Word and Excel, and ideally have had some experience of an image/graphics editing package (i.e. Paint Shop Pro or Photoshop).

Candidate Requirements

• Awaiting NYSC/at least 6-months internship program applicants.
• Candidate must be fluent in English.
• Candidate must be a Computer literate who is able to handle basic Microsoft packages.
• Candidates must also have an excellent sense of priorities.
• Candidate must have good analytic skills.
• Candidate must be able to work with little or no supervision.

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Job Description

• Treat customers as people not numbers, metrics or problems.
• Empathise, address issues & questions, help reach rapid resolution, and make every interaction easy, memorable and valued
• As a Telephone support specialist: investigating, diagnosing and resolving customer enquiries; working where necessary with internal support teams and other colleagues (e.g., Sales and Design …).
• Day to day email support where required; over time, expansion of the role to include chat and social media may be required.
• Work closely with customers and consumers to “troubleshoot” issues using good questioning and fact finding skills.
• Re-educate customers on the value of the product at ToLet.
• ‘Own’ your calls and customers, and always do what you committed to do, providing regular and timely updates along the way.
• Develop and maintain a deep understanding of ToLet’s systems, products and processes in order to effectively and efficiently handle a wide range of customer enquiries.
• Take end-to-end ownership over issues and in doing so manage customer expectations, providing education and advice whilst ensuring issues are resolved in a timely manner.
• Making changes to products and services, as requested by customers and account managers
• Accurately record and update customer information on call, across necessary internal platforms or applications.
• Proactively and constructively raise issues and contribute ideas around how all members of the team can each work more effectively.

Required Skills:

• Love being on the phone with customers – with a great phone manner and a real desire to help.
• A clear and strong communicator with excellent questioning and listening skills.
• A high degree of emotional intelligence – the ability to stay cool under pressure and remain helpful while handling difficult calls.
• Ability to empathise and show care & consideration to customers, whilst still being able to deliver difficult messages to customers when needed.
• An accurate and methodical individual with an excellent eye for detail.
• The ability to challenge and question ideas, openly and honestly, whilst providing solutions and options.
• Driven by team performance, and continually striving to be better both as an individual and as a team.
• A strong team player who forms positive relationships with both colleagues and customers.
• A passionate, energetic and self-motivated individual who proactively looks at their role in the business and how they and the wider team can do better (supports our continuous improvement objectives).
• Good time management with the ability to prioritise and manage your workload, supporting others as needed.

Candidate Requirements

• Awaiting NYSC/ at least 6-months internship program applicants.
• Candidate must be fluent in English.
• Candidate must be a Computer literate who is able to handle basic Microsoft packages
• Candidates must also have an excellent sense of priorities.
• Candidate must have good analytic skills
• Candidate must be able to work with little or no supervision.
• Candidate must be available to work weekends and public holidays.