Job Description

Our client is one of the leading
power solution provider in Nigeria employing over 1500 employees. With a wide
operational base and branch network, which spreads across West Africa, the
company has maintained a leading position in the generator sales and services
sector in Nigeria. Due to expansion, the company now has an opening for
Customer Care Consultant
to be
based in Lagos

Job Profile:

Answer incoming calls from
customers to take orders, answer inquiries and questions, handle complaints,
troubleshoot problems and provide information

Key Responsibilities

• 
  Answer calls and
  respond to emails
• 
  Handle customer
  inquiries both telephonically and by email
• 
  Research required
  information using available resources
• 
  Manage and resolve
  customer complaints
• 
  Provide customers
  with product and service information
• 
  Enter new customer
  information into system
• 
  Update existing
  customer information
• 
  Process information
  received by client, requests and inquiries
• 
  Identify and
  escalate priority issues
• 
  Route calls to
  appropriate departments
• 
  Follow up customer
  calls where necessary
• 
  Document all call
  information according to standard operating procedures
• 
  Complete call logs
• 
  Produce call
  reports, monitor the trend of activity
• 
  Carry out follow up
  campaigns and report activity and outcome

Key Requirements

A. Education / Qualifications:

• 
  High school diploma
  or equivalent
• 
  Proficient in
  relevant computer applications
• 
  Required language
  proficiency in English (Hausa, Yoruba and Pigeon English is a plus)
• 
  Knowledge of
  customer service principles and practices
• 
  Knowledge of call
  center telephony and technology
• 
  Some experience in
  a call center or customer service environment
• 
  Good data entry and
  typing skills
• 
  Knowledge of
  administration and clerical processes

B. Experience:

• 
  At least 4 years’
  experience in customer service from a call centre
• 
  Having worked with
  a power generation company is a plus

C. Skills:

• 
  Verbal and written
  communication skills
• 
  Listening skills
• 
  Problem analysis
  and problem solving
• 
  Customer service
  orientation
• 
  Organizational
  skills
• 
  Attention to detail
• 
  Judgment
• 
  Adaptability
• 
  Team work
• 
  Stress tolerance
• 
  Resilience

10. Attributes / Personal
Characteristics

• 
  Professionalism and
  work ethics
• 
  Positive attitude
  and energy
• 
  Proactive,
  persuasive and self-confident
• 
  Dedicated in
  delivering the objective and results