Your tasks
- Provide one-stop customer support for all services by responding to customer contacts within defined SLAs
- Resolve all complaints, concerns, and issues in a timely and diplomatic manner. Conduct activities in a
- professional manner
- Demonstrate knowledge of service standards or service level agreements.
- Demonstrating knowledge of the impact of providing professional service to Customers.
- Understanding the importance and impact of first call resolution (FCR).
- Working with the Team Leader on performance improvement as an individual and with the team as a whole
- Ensuring complaints/concerns are resolved or escalated on time.
- Providing timely notifications to management of negative trends, urgency of issue, or extent of required follow-up.
- Determining when a problem requires action from a higher level of authority.
- Participate in regular team meetings.
- Educate customers about terminology, features and benefits of products to improve customer
- education and satisfaction.
- Update client comments, complaints, reports and compliments on all relevant Systems.
- The job holder will be expected to identify and highlight to the CE leader all emerging service issues of general
- or unique nature that may require support, upgrade or restructuring of services to meet customer
- needs.
- Resolve customer queries on first contact and keep the promise of query/problem resolution for escalated cases.
- Take full ownership of customer cases that land and hand over unresolved cases at the end of the day
- Confirm client information and update the existing database.
- Enhance customer loyalty and upsell accordingly.
- Record information on the reason for contact – service request, enquiry, or complaints.
- Actively participate in process improvement meetings as required. Attend team briefs {BOD/EOD} and QA calibration sessions when called on.
Requirements
- Candidate must have completed NYSC or have an exemption letter
- Candidate must be proficient in Nigerian Pidgin
