Job Summary
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Minimum Qualification:
HND
Experience Level:
Entry level
Experience Length:
3 years
Job Description
Responsibilities
· Resolve product or service problems by clarifying the
customer's complaint; determining the cause of the problem; selecting and
explaining the best solution to solve the problem; expediting correction or
adjustment; following up to ensure resolution
· Maintain financial accounts by processing customer adjustments
· Recommend potential products or services to management by collecting customer information and analyzing customer needs
· Prepare product or service reports by collecting and
analyzing customer information
· Contribute to team effort by accomplishing related results as needed
· Manage large amounts of incoming calls
· Identify and assess customers' needs to achieve satisfaction
· Build sustainable relationships of trust through open and interactive communication
· Provide accurate, valid and complete information by using the right methods/tools
· Meet personal/team sales targets and call handling quotas
· Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
· Take payment information and other pertinent information such as addresses and phone numbers
· Place or cancel orders
· Answer questions about warranties or terms of sale
· Act as the company gatekeeper
· Suggest solutions when a product malfunctions
· Handle product recalls
· Attempt to persuade customer to reconsider cancellation
· Inform customer of deals and promotions
· Sell products and services
· Utilize computer technology to handle high call volumes
· Work with customer service manager to ensure proper
customer service is being delivered
· Close out or open call records
· Keep records of customer interactions, process customer accounts and file documents
· Follow communication procedures, guidelines and policies
· Go the extra mile to engage customers
· Resolve customer complaints via phone, email, mail or
social media
· Use telephones to reach out to customers and verify
account information
· Greet customers warmly and ascertain problem or reason
for calling
· Cancel or upgrade accounts
· Assist with placement of orders, refunds, or exchanges
· Advise on company information
Requirements and Skills
· Strong phone contact handling skills and active listening
· Familiar with CRM systems and practices
· Customer orientation and ability to adapt/respond to different types of characters
· Excellent communication and presentation skills
· Ability to multi-task, prioritize and manage time effectively
· HND or higher
· Documentation Skills
· Listening Skills
· Phone Skills
· Resolving Conflict
· Multitask
· Patience
· Negotiation
· Positive Attitude
