Senior Customer Service Representative
Wifiber Nigeria
Lagos, Nigeria
20h ago
source : Fuzu

Requirements and Qualifications

  • Bachelor's Degree
  • 3 years experience and above
  • Flexibility to work multiple shifts, including night shifts, during the weekends or on holidays
  • Must be willing to take part in required initial training
  • Proven customer support experience or experience as a Client Service Representative
  • Excellent at communicating over the phone and handling phone systems
  • Basic computer skills and experience with tracking and recording call information, filing documents or updating customer profiles / accounts
  • Ability to multi-task, prioritize, and manage time effectively
  • Excellent time management and prioritization skills
  • Ability to answer the phone, listen actively, relay information, and type basic information simultaneously
  • Customer-focused for positive customer experience and resolution
  • Familiarity with CRM systems and practices.
  • Duties and Responsibilities

    Includes and not limited to the following :

  • Deal directly with customers either by telephone, electronically or face to face
  • Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
  • Able to up-sell and cross-sell
  • Able to generate sales leads from calls
  • Answer and manage incoming calls, emails, chats, and / or interactive voice response systems
  • Ability to memorize, recall, or research answers quickly
  • Ability to assess customers' needs and provide the correct answer, path, troubleshooting, or method for a positive customer experience
  • Ability to learn and follow all customer service procedures and policies
  • Strive to meet and go above personal and team targets, goals, and quotas
  • Aim for customer resolution and return
  • Record, organize and file customer interactions and profile / account changes
  • Assist customers on placement of orders, refunds, or exchanges Customer Service.
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