Customer Service Support Staff (Call Centre)
Job Code: 006
Job Role: Customer Service Support Staff
Department: Company's
Function: Customer Services
Location: Company's, Victoria Island, Lagos, Nigeria
Type of Branch: Call Centre
Reporting to: Administration Manager
Purpose
To provide customer care to all in-bound customer enquiries on a 24/7 basis. Serve as the Company’s front office and redirect/escalate all customer requests/complaints to relevant individuals/organizations/departments.
Accountabilities
1.
Responsible for answering all inbound calls and answering questions covering inter alia: Cash In; Cash Out; Statement Requests; PIN Change Requests; Agent Listing; Company’s Subscriber sign up queries; Company’s Agent sign up queries; Lost Card; Account Closure; Reversals
2.
Outbound: Follow up on Customer Acquisition programs and other outbound calls as directed by the Head of Operations
3.
Escalate all technical related queries to the System Administration Support Officers on duty.
4.
Log all customer queries and keep record of all steps taken to resolve issues to completion
5.
Follow up on any open matters raised and allocate tracking number. Record all steps taken to resolve the problem together with the individual to whom the matter was escalated.
6.
Monitor and respond to customers via email when required?
7.
Update the existing Company’s database (Simfomie)with changes and the status of each customer/prospective customer
8.
Redirect all agent queries to the technical support team
Knowledge & Skills, Education & Experience
Education Qualification, Training & Certifications:
NECO; WAEC
Previous Work Experience:
Call Centre (Financial Services Orientated)
Technical Knowledge:
IT related technical knowledge, telephony
IT Literacy
PC Literate
Additional Skills:
People related skills, language (Yoruba; Ibo; Hausa; Pigeon English; English)
Interested candidates should please send their applications to:
oolanihun@iteco.com, aoguntayo@iteco.com and eolorunleke@iteco.com
Deadline: 2 Weeks from date of post
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