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
Job Description
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
Advice 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
