Customer Service Representative

Customer Service Representative

We are looking for a Customer Service Representative to maintain our relationship with our customers and clients.

Responsibilities

Respond to customer queries in a timely and accurate way, via phone, email or chat
Identify customer needs and help customers use specific features
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
Update our internal databases with information about technical issues and useful discussions with customers
Monitor customer complaints on social media and reach out to provide assistance
Share feature requests and effective workarounds with team members
Inform customers about new features and functionalities
Follow up with customers to ensure their technical issues are resolved
Gather customer feedback and share with the Marketing team
Any other role related responsibility assigned as the need arises.
Ensure compliance with ACL’s rules, regulations, policies and procedures
Generating leads for the sales team by screening callers and identifying potential sales opportunities.

Requirements

Experience as a Customer Support Specialist or similar CS role
Familiarity with the Telco Industry is an added advantage
Experience using help desk software and remote support tools
Understanding of how CRM systems work
Excellent communication and problem-solving skills
Excellent communication and problem-solving skills
Multi-tasking abilities
Resilience
BSc in Information Technology or relevant diploma

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Company Registration No. 1525339. Registered in Nigeria. Licence No. INT/034/20.
ASN. AS328825