Job Vacancies at U-Connect Human Resources Limited

Lagos (Island and Mainland)

Job Description

• He/She will be the liaison between the organization and its current and potential customers.
• He/She will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior. Responsibilities
• Managing large amounts of inbound and outbound calls in a timely manner. Following call center “scripts” when handling different topics.
• Identifying customers’ needs clarify information; research every issue and providing solutions.
• Meet personal/team qualitative and quantitative targets.
• Seize opportunities to upsell products when they arise.

Requirements:

• HND/B.Sc in any discipline.
• Excellent spoken English with impressive interpersonal skills
• Must be Fluent in English
• 0-2 years' experience working in a related job role.
• Must be resident in Lagos.
• Remuneration Attractive Basic pay and other benefits

go to method of application »

Job Requirement:

• Candidate must possess degree in BA/Bsc/HND
• At least 2 years work experience in a contact centre.
• Candidate must reside in Lagos.
• Professional qualification is an added advantage.
• Problem analysis and problem solving skills.
• Attention to details and accuracy.
• Knowledge of customer service principles and practice data collection and ordering tell a friend feedback

Responsibilities:

• Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the call centre.
• Proper sampling of the phone calls and then report the results of the study Performs mock calls with new hires post-training to determine readiness for moving into support develops and conducts targeted group coaching sessions for analysts that address service
• Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.

go to method of application »

The Service Measurement Analyst will be responsible for creating and executing service measurement parameters across all touch-points in line with established procedures and quality control standards.

Collaborate with other teams to implement service improvement initiatives.

Job Responsibilities and Duties:

• Design and develop metrics that will support and drive desired service culture test and assess customer complaint management processes across experience centers to ensure it aligns with set standards
• Measure/Monitor all customer touch points and recommend corrective /preventive actions to close identified gaps
• Assist in obtaining and analyze data from all service measurement tools (customer feedbacks, service level agreements etc.) and communicate feedback with an actionable recommendation to appropriate teams for implementation
• Assist in monitoring and compiling performance reports on service measurement and improvement initiatives across experience centers
• Assist in ensuring stakeholder engagement on identified service challenges (i.e. feedback from measurement reports) and run periodic campaign to communicate service measurement attributes across experience centers
• Assist to carry out periodic Customer Satisfaction and Service quality index surveys (for both internal and external customers) and recommend appropriate training and development programs based on identified gaps
• Assist in coordinating service training and workshops to up-skill experience centers

Requirement:

• First Degree in any discipline. A Master’s degree or other professional qualification will be an added advantage 2-4 years’ cognate experience ISO Certification will be added advantage
• Knowledge of company’s structures, policies, processes, and procedures.
• Knowledge of all company’s full range of products and regulations governing the management the company.

go to method of application »

Details:

A client of mine in the telecommunications industry is looking to hire talents who can speak and interpret Swahili.

Renumeration very attractive.

go to method of application »

Job Details

• Review shipping documents
• Review of Form M documentation
• Form M validation
• PAAR validation
• Take charges on PAAR processed at the Head Office
• Report rendition
• Any ADHOC assignment proposed by supervisor.

Job Requirements

• Attention to details
• Good with figures
• Conversant with INCOTERMS
• Good communications skills
• Conversant with extant laws governing importation into the country (Importation procedures, Prohibition list, List of 42 items declared as Non- Valid for FOREX)
• Maintain a high quality of work and spot attempted fraud
• Understanding of trade transactions and dynamics will be an added advantage
• Ensuring all procedures, practices and service delivery standards (regulatory and internal) as it relates to PAAR processing are complied with

Experience

• 1 to 2 years’ experience
• Educational Qualification
• OND/HND in any discipline. (Understanding of trade transactions and dynamics will be an added advantage)

Skill

• Ability to pay attention to details
• Ability to work with minimal supervision
• Ability to work under pressure
• Excellent customer service
• Must be comfortable handling figures as the job require some calculations
• Must be able to work conveniently with Microsoft excel and Word

go to method of application »

A Service Measurement Analyst creates and executes service measurement parameters across all touch-points in line with established procedures and quality control standards. Collaborate with other teams in the Bank to implement service improvement initiatives.

Job details

• Design and develop metrics that will support and drive the banks’ desired service culture
• Test and assess customer complaint management processes across experience centres
• Measure/Monitor all customer touch points and recommend corrective /preventive actions to close identified gaps.
• Assist in obtaining and analyse data from all service measurement tools (customer feedbacks, service level agreements etc.) and communicate feedback with actionable recommendation to appropriate teams for implementation.
• Assist in monitoring and compiling performance reports on service measurement and improvement initiatives across experience centres.
• Assist in ensuring stakeholder engagement on identified service challenges (i.e. feedback from measurement reports) and run periodic campaign to communicate service measurement attributes across experience centres.
• Assist to carry out periodic Customer Satisfaction and Service Quality Index surveys and recommend appropriate trainings and development programs based on identified gaps.
• Assist in coordinating service trainings and workshops to up skill experience centres.
• Assist in monitoring and tracking the implementation of service improvement initiatives and standards by experience centres and other stakeholders.
• Assist in undertaking research, assessment and implementation of best practices and initiatives across the bank to drive continuous service improvement.

Experience

• 1 to 2 years’ experience
• Educational Qualification
• HND and B.Sc. A Master’s Degree or other professional qualification will be added advantage.

Knowledge

• Knowledge of ISO Quality Management Systems (QMS)
• Knowledge of Banking operating processes and procedures
• Knowledge of Lean & Six sigma methodologies
• Knowledge of measurement metrics/matrix designs and statistical calculations
• Knowledge of Touch-point and Customer Experience Management