Customer Services Specialist needed at BrainShare Technologies
Job title : Customer Services Specialist
Job Location : Lagos
Deadline : April 30, 2024
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Job Summary:
We are currently seeking an experienced Customer Service Specialist to join our company. The ideal candidate should have a minimum of 2 years of experience in customer services within the telecommunication industry. As a Customer Service Specialist, you will be responsible for maintaining a positive and professional relationship with customers, managing incoming calls, resolving inquiries, and ensuring customer satisfaction.
Main Duties:
- Manage our foreign clients.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Manage a high volume of incoming calls from customers.
- Proactively generate sales leads during customer interactions.
- Respond promptly to customer inquiries via various communication channels such as email, SMS, and phone calls.
- Identify and assess customer needs to ensure customer satisfaction.
- Demonstrate a comprehensive knowledge of our services to answer customer questions accurately and efficiently.
- Process customer orders, forms, applications, and requests accurately.
- Maintain detailed records of customer interactions, transactions, comments, and complaints.
- Collaborate and coordinate with colleagues as necessary to resolve customer issues.
- Provide prompt feedback on the efficiency of the customer service process.
- Manage a team of IT trainees or junior customer support representatives in the Network Operations Center (NOC).
- Ensure customer satisfaction and provide professional customer support at all times.
- Build sustainable relationships and establish trust with customer accounts through open and interactive communication.
- Provide accurate, valid, and complete information using the appropriate methods and tools such as MOWE, Zalpro, and Zoho Desk.
- Liaise with the Technical Team, Engineering, and Account departments to address fault resolutions and customer account reconciliation.
- Handle customer complaints, providing appropriate solutions and alternatives within designated time limits, and following up to ensure resolution.
- Troubleshoot customer issues over the phone and resolve them promptly.
- Maintain records of customer interactions, process customer accounts, and file necessary documents.
- Follow communication procedures, guidelines, and policies.
- Go the extra mile to engage customers and ensure their satisfaction.
- Perform any other tasks assigned by management.
Requirements:
- Degree in English, Mass Communication, Computer Science or related field with minimum of Second Class Upper.
- Minimum of 2 years of experience in customer services within the telecommunication industry.
- Technical and good communication skills.
- Excellent communication skills and ability to maintain a positive and professional attitude.
- Strong problem-solving and decision-making abilities.
- Empathetic and patient mindset to handle customer complaints and provide effective solutions.
- Proficient in using customer service software, CRM systems, and relevant computer applications.
- Ability to work independently as well as collaboratively in a team environment.
- Attention to detail and accuracy in record-keeping and documentation.
- Must reside around Lagos Island, Lekki, Jakande, Ajah, Abraham Adesanya.
How to Apply for this Offer
Interested and qualified candidates should forward their CV to: [email protected] using the position as subject of email.
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- Customer Services Specialist jobs