TeleSales Executive - eStream Networks
EStream Networks Limited
Lagos
5d ago
source : BetaJob

Job purpose

  • Tele-sales Executiveis responsible handling customers’ issues and complains telephone calls, emails and web notifications from customers regarding concerns they may have with their service and also maintaining good customer relationships.
  • Duties and Responsibilities

    Technical / Analysis and Problem Solving :

  • Answer incoming telephone calls, emails and web notifications from customers regarding concerns they may have with their service
  • Make regular, outbound phone calls to the customer base to prevent customer churn
  • Support customers in resolving their issues in a timely manner
  • Manage open tickets and tasks for customer throughout the day, and document conversations in ticketing system
  • Handle escalated calls from Level 1 and 2 support representatives when needed
  • Re-negotiate customer contracts, customer credits, and product changes to prevent churn, under the supervision of Customer Retention Manager
  • Respond to customer moves / adds / changes and prepare all necessary paperwork
  • Adhere to Policy and Procedures as established within the department and the company
  • Customer Focus :

  • Maintaining cordial relationship with dealers and customers
  • Ability to deal with customers and resolve issues in a positive way
  • Excellent communication skill
  • Time management skill
  • Interpersonal, Relationship Management & Collaboration :
  • Prompt resolution of customer’s complains and queries by liaising with appropriate unit.
  • Requirements

    Education & Work Experience :

  • 1-2 years customer service and / or sales experience, with account management experience a plus.
  • Experience negotiating contracts and managing long-term mid-to enterprise level B2C accounts
  • Experience with ticketing systems and customer databases
  • Exceptional interpersonal skills and a strong customer orientation
  • Demonstrated customer service skills and multi-tasking skills essential
  • Works as a team member as well as an individual.
  • Ability to multi-task
  • Relevant Professional Certificate will be an added advantage (NIPR, NIM)
  • Competency, Skills & Certifications :
  • Advance Negotiation Skills.
  • Good interpersonal Skills.
  • Presentation Skills.
  • Customer Oriented Skills.
  • Computer Skills
  • KPIs :

  • To resolve customers’ complain and queries.
  • Answer incoming telephone calls, emails and web notifications from customers regarding concerns they may have with their service
  • Make regular, outbound phone calls to the customer base to prevent customer churn
  • Support customers in resolving their issues in a timely manner
  • Manage open tickets and tasks for customer throughout the day, and document conversations in ticketing system
  • Handle escalated calls from Level 1 and 2 support representatives when needed
  • Re-negotiate customer contracts, customer credits, and product changes to prevent churn, under the supervision of Customer Retention Manager
  • Respond to customer moves / adds / changes and prepare all necessary paperwork
  • Adhere to Policy and Procedures as established within the department and the company
  • Working conditions

  • The incumbent may be required to sit in cold (air conditioned) rooms for a long time.
  • The incumbent may be required to travel out of station occasionally.
  • Physical requirements

  • This position does not require any physically demanding task. However, the incumbent should be physically fit to withstand the both physical and mental demands.
  • Direct reports :
  • None
  • None
  • Report this job
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Apply
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Continue
    Application form