Responsibilities
- Inbound Customer Support: Handling incoming calls, emails, chats, and other communication channels from customers seeking assistance, information, or issue resolution.
- Outbound Customer Engagement: Making outbound calls to customers for various purposes, such as surveys, follow-ups, sales, or appointment reminders.
- Technical Support: Providing technical assistance and troubleshooting for products or services.
- Technical Support: Guiding customers through problem-solving processes.
- Sales and Up-Selling: Handling sales inquiries and processing orders.
- Sales and Up-Selling: Identifying opportunities for up-selling or cross-selling additional products or services.
- Customer Relationship Management (CRM): Updating and maintaining customer information in a CRM system.
- Customer Relationship Management (CRM): Documenting customer interactions and feedback.
- Multichannel Support: Managing customer communication across various channels, including phone, email, chat, social media i.e chat, Instagram, LinkedIn, and messaging apps e.t.c.
- Quality Assurance: Monitoring and evaluating customer interactions for quality and adherence to established standards.
- Quality Assurance: Providing feedback and coaching to agents for improvement.
- Training: Conducting training sessions for new agents on products, services, and communication skills.
- Escalation Management: Handling and escalating complex issues to higher levels of support or management when necessary.
- Escalation Management: Ensuring timely resolution of escalated concerns.
- Feedback Collection: Gathering customer feedback through surveys, reviews, or other means.
- Feedback Collection: Using feedback to identify areas for improvement and enhance customer satisfaction.
- Compliance and Security: Ensuring that agents adhere to legal and regulatory requirements.
- Compliance and Security: Implementing security measures to protect customer data.
Requirements
- HND/Bachelors in any field (Minimum Grade of Lower Credit/Second Class Lower)
- Previous experience in a customer support role
- Track record of over-achieving quota
- Strong phone and verbal communication skills along with active listening
- Familiarity with CRM systems and practices
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities, and manage time effectively
Nice to Have
- Degree in Business, Marketing or related field
Benefits
- HMO
- Pension
- Leave
- 13-Month Allowances
Work Arrangement
On-site — Lagos, Ibadan
