Responsibilities

• Resolve customer complaints via phone, email, mail, or social media.
• Use telephones to reach out to customers and verify account information.
• Greet customers warmly and ascertain problem or reason for calling.
• Assist with placement of orders, refunds, or exchanges.
• Advise on company information.
• Take payment information and other pertinent information such as addresses and phone numbers.
• Place or cancel orders.
• Answer questions about warranties or terms of sale.
• Act as the company gatekeeper.
• Suggest solutions when a product malfunctions.
• Handle product recalls.
• Attempt to persuade customer to reconsider cancellation.
• Inform customer of deals and promotions.
• Utilize computer technology to handle high call volumes.
• Work with customer service manager to ensure proper customer service is being delivered.
• Close out or open call records.
• Compile reports on overall customer satisfaction.
• Read from scripts.
• Handle changes in policies or renewals.

Qualification and Experience 

• HND, degree or equivalent
• 3 years work experience
• Knowledge of customer service principles and practices
• Knowledge of relevant computer applications
• Knowledge of social media platforms
• Knowledge of administrative procedures
• Numeric, oral and written language applications

Competencies

• Interpersonal skills
• Communication skills – verbal and written
• Listening skills
• Problem analysis and problem-solving
• Attention to detail and accuracy
• Data collection and ordering
• Customer service orientation
• Adaptability
• Initiative
• Stress tolerance