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Lumos offers clean and affordable solar power to a market of 1.3 billion potential customers who live off the electricity grid.Lumos enables people to replace hazardous and expensive kerosene generators and lanterns with modern solar electricity that can power lights, cellphones, fans, computers, TVs and other small electronic devices (all at once, every ...
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JOB PURPOSE
The Customer Service Representative (Hausa Speaking) is the front-line service professional for Lumos Nigeria. Lumos Customer Service Representatives must build customer loyalty and increase brand value with each interaction - Phone/E-mail/Chat/In-Person. establishing meaningful connections and confidently driving accurate and appropriate resolutions to problems with customer systems or other aspects of the customer experience, by daily reassuring and gaining customer trust in every interaction. This will be done predominantly through calls (Inbound & Outbound), E-mails, Social media & other channels. A high degree of flexibility is required to meet the daily workload at pre-agreed SLAs for extended periods of high volumes. You may be expected to take sales calls and other additional departmental tasks.
Each interaction must end on a positive note, in which you will be required to use customers crediting history to upsell a higher subscription plan to the customer for better value, presenting appropriate alternatives when necessary. Choice of words must demonstrate passion and enthusiasm for customer care excellence, maintaining focus and positivity while resolving challenging or complex problems.
Apply active listening skills, interject and paraphrase appropriately to best understand the customer’s needs and wants. Make confident decisions and take meaningful and appropriate action using available tools and resources according to SOPs, troubleshoot problems encountered within the customer system or proprietary tools e.g. Telemetry, UHD, CRM etc. Take personal initiative to achieve goals and objectives. Meet all key performance Indicators – Login time, Quality, Average Handle Time (productivity), Schedule Compliance & other related job duties as assigned as key success to organizational goals. You are expected to be Boundaryless, Customer-Centric, Passionate, Agile, Innovative, Pioneering, Dynamic, Collaborative, and Results-Focused.
JOB RESPONSIBILITIES
SKILLS & KNOWLEDGE
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