Customer Service / Social Media Manager at Rich-Oak Nigeria

Rich-Oak is a fast-growing investment, micro-lending and cooperative organisation dedicated to providing financial solutions to all classes of Nigerians. We have a vision of making two-third of Nigeria`s population financially free.

We are recruiting to fill the position below:

Job Title: Customer Service / Social Media Manager

Location: Abuja (FCT)
Employment Type: Full-time

Job Functions

• Maintain customer accounts
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Prepare and recommend potential products or services to management by collecting customer information and analyzing customer needs
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of incoming calls
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication with customers
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage customers
• 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
• Ensure customer retention
• Inform customer of deals and promotions
• Sell products and services
• Utilize computer technology to handle high call volumes
• Close out or open call records
• Compile reports on overall customer satisfaction
• Handle changes in policies or renewals
• Resolve customer complaints via phone, email, mail or social media
• Create and upload content on social media platforms
• Manage social media accounts

Requirements

• A bachelor’s degree or HND with 2-5 years work experience.
• Proven customer support experience
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize and manage time effectively

Customer Service Representative Top Skills & Proficiencies:

• Proficient in the use of oral and written English
• Quality Focus
• Market Knowledge
• Documentation Skills
• Listening Skills
• Phone Skills
• Resolving Conflict
• Multitask
• Patience
• Friendly
• Negotiation
• Positive Attitude
• Attention to Detail
• People-Oriented
• Analysis
• Problem Solving
• Organizational Skills
• Adaptability
• Ability to Work Under Pressure
• Computer Skills

Application Closing Date
18th December, 2020.