In order to push our continued level of success, we require talented and resourceful individuals to join our young and dynamic team and to fill the positions below:
Job Title: Customer Service Manager
Location: Lagos
Job Description
In order to push our continued level of success, we require talented and resourceful individuals to join our dynamic Customer Service team; the successful candidate will be responsible for ensuring product and services meet the established standards of quality including reliability and performance.
Responsibilities
- Develop and update customer service policies and procedures.
- Manage and lead a team of customer services staff .
- Ensure required rate of conversion of lead within all conversion funnel.
- Ensure month on month growth on all conversion funnel.
- Organise regular trainings based on data collected.
- Handle complaints on major issues.
- Ensure customers’ needs and expectations are satisfied.
- Analysing key management information to see how well customers are being served.
- Assist in recruitment, trainings and appraisals of staff.
- Keeping up to date with developments in customer service.
- Develop, integrate and enforce departmental policy.
- Ensure accomplishment of target across units
- Monitor relevant periodic targets per role.
- Making sure accurate records are kept of communications with customers.
- Give feedback on results.
- Minimum of Bachelor's degree.
- Experience with implementation of corrective action programs.
- Customer service experience.
- Strong computer skills including Microsoft Office and databases.
- Knowledge of relevant regulatory requirements.
- Attention to details.
- Planning and organizing.
- Judgment and decision-making.
- Customer service orientation.
- Teamwork.
- Communication skills - verbal and written.
- Data collection, management and analysis.
- Problem analysis and problem solving.
Job Title: Customer Service Intern
Location: Lagos
Job Responsibilities
- 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
- 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.
- 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
- Love being on the phone with customers
- A great phone manner and a real desire to help
- 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.
- 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
- Awaiting NYSC/at least 6-months internship program applicants.
- 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 fluent in English.
- Candidate must be a Computer literate who is able to handle basic Microsoft packages.
How to Apply
Interested and qualified candidates should:
Click here to apply
Application Deadline 30th November, 2016. Click to apply
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