Responsibilities

  • Manage all inbound or outbound customer conversations seamlessly on all channels voice, email, live chat, and social media- to authenticate customer information, validate customer details, inform customers of impending technician visits, collate customer availability status and update same on the relationship management tool. 
  • Effectively and professionally manage customer expectation at all levels by resolving most calls on the first contact or refer them to the correct department/unit for possible resolution.    
  • Effectively upsell self-service options to enhance customer satisfaction and delight   
  • Responding efficiently and accurately to customers, explaining possible solutions, and 
  • ensuring that customers feel supported and valued. 
  • Actively taking advantage of the instant feedback mechanism on the established social media platforms to engage customers with a view to resolution of complaints. 
  • Maximize resources by troubleshooting customers’ complaints in a bid to provide accurate, valid and complete information to customers. 
  • Sound Email etiquette needed to understand customer’s expectation, streamline communication and make the information being sent out clear and concise. 
  • Effectively listen to customers to better understand their grievances, paraphrase, summarize and document all interactions using specified platforms accurately. 
  • Drive improved presence and build customer loyalty by providing good service at all times.
  • Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
  • Assist in Carry out any other duties as requested by Head Customer Service and Head of Department.

Minimum qualifications

  • First degree in Art, Sciences and any other social science course
  • At least 1-2 years relevant work experience with call center (Inbound & Outbound), Live chat, social media and email management system

Technical Competencies

  • Ability to write emails in clear, concise and professional manner
  • Good telephone handling skill
  • Ability to verbally communicate in simple and clear terms
  • Social Media Savvy
  • Excellent knowledge of Facebook, Twitter, Instagram and other chat platforms’ best practices
  • Good customer service management skills
  • Good Analytical skills
  • Excellent use of diction
  • Proficiency in Microsoft office suites

Behavioral Competencies

  • Ability to work under pressure and multi-task effectively
  • Good interpersonal Skills
  • Attention to Detail
  • Good team player
  • Commitment to Task
  • Adaptability and accountability