Job Requirements
- Follow the company processes and guidelines to resolve product or service issues.
- Clarify the Customer complaint, determining the root cause, selecting, and explaining the best solution by utilizing tools provided and resources, expediting and following up when necessary to ensure first call resolution.
- Utilize systems and information efficiently to minimize Average Handle Time.
- Promote and generate Customer interest in the company’s products.
- Stay up-to-date on announcements and daily operations and attend up- training classes to stay abreast of changes.
- Report Customer complaints regarding system errors, website problems and technical issues to center management for resolution.
- Adhere to a heavily regulated environment, including compliance to government and processes, utilizing the company’s knowledge base to ensure this while assisting Customers.
Educational/ Professional Qualifications and Experience
- SSCE /NCE/ ND Holder
- Strong command of English language
- Ability to speak and understand one of the 3 Main Nigerian languages (Yoruba, Igbo or Hausa) including Pidgin English will be an added advantage.
- Proficiency in use of computers (desktop and laptops)
- Strong active-listening and verbal-communication skills.
- Proficiency in problem-solving.
- Ability to multitask and manage time effectively.
- Proficiency in handling customer issues through different channels such as Inbound voice, Chat, WhatsApp and Email
