Multilingual Contact Center Agent at Innovectives LLC

Innovectives LLC is Africa’s leading financial technology companies with presence in 19 African countries. We envision a future where the transfer of ‘value’ is simple, convenient, instant, secure and global, irrespective of boundaries, channels or status by providing user-friendly and affordable payment solutions.

We are recruiting to fill the position below:

Job Title: Multilingual Contact Center Agent

Location: Lagos

Job Description

• Telesales marketing resulting in conversion of new prospects, Cross selling and Upselling
• Customer follow up and relationship management
• Handling Customer Feedback Management within the Organization
• Efficient Capturing of Customer Feedback Ensuring adherence to the Case Resolution Process by Respective teams and staff handling Customer Feedback.
• Monitoring and Managing Response and resolution times for Customer Feedback.
• Reviewing, analysing and managing organization’s case resolution processes periodically
• Drive Rapid Response and Service Recovery On customer complaints and of Dissatisfied Customers
• Receipt, and accurate escalation of complex Customer Complaints.
• Root Cause analysis on Complaints
• Champion all voice of customer efforts including surveys and uniting a company-wide approach, and optimizing for “listening” pipe opportunities via web, social medial, field, etc.
• Providing daily, weekly and monthly reports on all Customer Feedback
• Developing, implementing and enforcing strategic policies that ensure quality service delivery and excellent customer experience
• Analysis of customer data with the aim of formulating customer-oriented policies.
• Recommend potential products or services to management by collecting customer information and analysing customer needs

Minimum Qualifications

• Graduate Degree
• Candidate should have 1 years cognate experience working in a similar role.
• Must have strong knowledge of customer experience management.

Application Closing Date
13th August, 2019.

Method of Application
Interested and qualified candidates should send their CV to: buildacareer@innovectives.com using the Job Title as the subject of the mail.