Customer Care Representative
Norak Technologies Limited
Anthony Village, Lagos, Nigeria
3d ago
source : Fuzu

Job Brief

  • We are looking for a customer-oriented service representative. The Customer Service Representative, or CSR, will act as a liaison, provide product / services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
  • The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills.
  • Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you.

  • The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
  • Requirements

  • HND / Bachelor's Degree.
  • Proficiency in English.
  • 1 / 2 years of proven customer support experience or experience as a Client Service Representative.
  • Excellent knowledge of MS Office.
  • Thorough understanding of marketing and negotiating techniques.
  • Fast learner and passion for sales.
  • Self-motivated with a results-driven approach.
  • Aptitude in delivering attractive presentations.
  • Track record of over-achieving quota.
  • Strong phone contact handling skills and active listening.
  • Familiarity 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.
  • Responsibilities

  • Handle customer enquiries, answering any questions and queries in person, over the phone, or online.
  • Manage large amounts of incoming phone calls.
  • Generate sales leads.
  • Identify and assess customers’ needs to achieve satisfaction.
  • Build sustainable relationships and trust with customer accounts through open and interactive communication.
  • Provide accurate, valid and complete information by using the right methods / tools.
  • Meet personal / customer service team sales targets and call handling quotas.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
  • Keep records of customer interactions, process customer accounts and file documents.
  • Follow communication procedures, guidelines and policies.
  • Take the extra mile to engage customers.
  • Accurately listen to, record and respond to customer communications.
  • Communicate in a friendly and professional manner with customers and internal departments.
  • Upsell products or services as appropriate.
  • Provide support and comprehensive product / service information to customers.
  • Assist customers in making purchasing decisions.
  • Look for cross-selling opportunities to increase individual purchase value and overall sales.
  • Identify opportunities to enhance customer experience and turn dissatisfied customers into happy customers.
  • Set up meetings with potential clients and listen to their wishes and concerns.
  • Create frequent reviews and reports with sales and financial data.
  • Gather feedback from customers or prospects and share it with internal teams.
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