ipNX is one of Nigeria’s fastest-growing Information and Communications Technology companies, serving a multitude of needs across enterprises, small businesses and residents with innovative, world-class services. Our ability to identify, satisfy and exceed today’s market needs is a testament to over a decade of experience, our commitment, drive and passion realized through highly skilled and well-seasoned professionals.
We are recruiting to fill the
position below:
Job Title: Customer Service Representative
Location: Lagos
Employment Type: Full-time
Job Description
The Call Center agent deals with
customers via telephone, Internet, e-mail, and instant messaging.
Handle functions including
customer advocacy, technical support, cross-selling, up-selling, and customer
contact.
Provide prompt, efficient, and
courteous service to callers, contributing to customer satisfaction.
Responsibilities
Follow up on unresolved
complaints.
Ensure customer satisfaction.
Possess excellent listening,
questioning, and communication skills.
Demonstrate excellent E-mail
writing skills.
Adhere to telephone etiquette.
Inform customers by explaining
procedures, answering questions, providing information, and feedback.
Follow communication scripts when
handling different topics.
Identify customer needs, clarify
information, research every issue, and provide solutions and/or alternatives.
Seize opportunities to upsell and
cross-sell.
Build sustainable relationships
and engage customers by going the extra mile.
Ensure prompt response to emails.
Ensure OTRS data accuracy and
consistency.
Ensure responses are consistent
with the contents of the email (Enquiry, feedback, or complaint).
Ensure prompt response to
in-bound calls.
Monitor customer call frequency.
Maintain clear, direct, and
non-vague communication with customers (Calls and Emails).
Manage large amounts of inbound
and/or outbound calls in a timely manner.
Meet personal/team qualitative
and quantitative call targets.
Provide excellent customer
service to retain customers.
Compile complaint calls and log.
Be the voice of the Customer.
Ensure Call abandonment rate is
less than 10%.
Maintain a call completion rate
of 90%.
Ensure in-bound calls are picked
before the third ring.
Educational Qualifications &
Functional Skills
Minimum Requirements: HND / B.Sc,
Any Discipline.
Minimum Experience: 2 years’
experience in a contact center.
Work Experience:
Customer Relations, Sales,
Marketing, Human Relations (Any other Human Related) in Telecoms company.
Other Requirements:
Customer Focus.
Tech-savvy.
Action orientation.
Drive results.
Cultivate Innovation.
Ability to optimize work
processes.
Resilience.
Self-Development.
Ability to multitask, set
priorities, and manage time effectively.
Nimble Learning.
Good oral and written
communication.
Team player.
Computer literacy.
Familiarity with CRM systems and
practices.
Telephone Etiquette.
Strong phone, verbal, and writing
communication skills along with active listening.
Knowledge of Microsoft Office
(Excel, PowerPoint, Word, etc).
Salary
N105,000 monthly.
Application Closing Date
23rd January, 2024.
Method of Application
Interested and qualified candidates should:
Click here to apply online
