Customer Care Representative

Job Overview

Job Description

ROLE: Customer Service Representative
CATEGORY: Service and Operations
EMPLOYMENT TYPE: Full Time, Permanent
YEARS OF EXPERIENCE: 2-5
LOCATION: Ikeja, Lagos
COMPANY: Manufacturing (Energy & Utilities)
MINIMUM QUALIFICATION: BSc.
WORKING HOURS: Full Time, Mon-Sat

Job Summary
This is the primary point of contact with our company for a client. The duties and responsibilities of a CSR typically include managing incoming calls and customer service inquiries, generating sales leads that develop into new customers, and identifying and assessing customer needs to achieve satisfaction.

Responsibilities
• Providing valid introductory information, such as a product manual explanation, to prospective and new customers using the right methods and tools.
• Handling customer complaints and troubleshooting issues with products or services.
• Following up with clients or customers to check satisfaction with their purchases or services.
• Identify and assess customers’ needs to achieve satisfaction.
• Letting customers know about additional products or services that might benefit them.
• Escalate queries or concerns when necessary and build sustainable relationships through open communication.
• Updating customer records following each contact.
• Staying up to date on the latest products and services an organization provides.
• Manage large numbers of incoming phone calls.
• Generating weekly or monthly sales leads to meeting personal or team targets and quotas.
• Keep records of customer interactions, process customer accounts, and file documents.
• Follow communication procedures, guidelines, and policies.

Key Requirements
• Proven customer support or client service representative experience.
• Bachelor’s degree or its equivalent.
• Interpersonal and communication skills to ensure positive interactions with different character types.
• Analytical and problem-solving skills to diagnose problems and recommend effective solutions.
• Multitasking and organizational skills to work on multiple issues at one time.
• Active listening and communication skills to provide concise answers to inquiries.
• Time-management skills to respond to customer inquiries promptly.
• Teamwork skills to collaborate with representatives and coworkers in other departments.
• Ability to remain upright and stationary for long periods during a shift.
• Familiarity with CRM systems and technical skills to use voice-over-IP phones and customer records management, word processing, database, email, and chat software programs.
• Track record of over-achieving quota.

If you are a motivated and results-driven sales professional with a passion for the automobile industry, we encourage you to apply for this exciting opportunity.