Virtual Customer Service Representative at MPG Partnering

MPG is a global project pairing platform, a digital supply chain management marketplace where businesses compete and win.

We are recruiting to fill the position below:

Job Title: Virtual Customer Service Representative

Location: Lagos
Employment Type: Full-time

Job Description

• We are looking for a virtual Customer Service Representative.
• You will professionally and courteously handle inbound customer service and outbound calls in compliance with client policies and directives
• You will respond to customer inquiries by telephone, e-mail and/or chats to provide inquiry or problem resolution.
• You will resolve mostly routine and some non-routine, more complex problems and communicate the solutions or requested information to the customer.
• You will analyze a customer's service needs and refer to other service or technical departments for follow up as needed.
• You must be ready to quickly learn and understand the industry and company-specific language terms as well as policy terms.

Responsibilities

• Support customer base by answering questions, concerns, account inquiries as well as handling customer complaints.
• Research and resolve customer problems, acting as the customer liaison between other departments when necessary.
• Maintain company and client confidentiality
• Multi-task by adjusting from one type of call to another without loss of efficiency, composure, or knowledge.
• Completes assigned work in areas of processing orders, credits, returns and other order related functions via all applicable channels for both standard and expedited orders
• Maintains comprehensive knowledge of MPG’s products and services
• Utilizes company policies and procedures while providing world-class customer service
• Fosters an environment of continuous improvement
• Researches, tracks, and provides problem resolution relating to freight, carrier or other issues and communicates to the appropriate internal or external customer
• Determines corrective course of action in problem situations, balancing customer satisfaction, and financial costs
• Properly escalates problem situations that may impact customer satisfaction and/or revenue
• Works with distribution centers and carriers to meet schedule delivery requirements
• Brings forth best practices ideas and process improvements (supports automation initiatives)
• Performs other duties as assigned

Qualifications
Minimum Requirements:

• High School Diploma or equivalent required
• 2 years of professional experience.

Requirements:

• Bachelor's Degree
• At least 6 months of contact center experience
• English fluency for reading, writing and speaking
• Strong computer navigation skills, ability to work in multiple applications simultaneously
• Capability of listening and typing to appropriately address the customer’s need
• Composure: Ability to work in high-pressure situations and deals with conflict effectively
• Strong interpersonal skills; ability to communicate clearly and effectively through both verbal and written mediums
• Strong customer focus skills (listening, empathy, solution-focused)
• Ability to problem-solve and make sound decisions via critical thinking
• Strong work ethic, sense of urgency and drive for results
• Ability to work a flexible schedule or extra hours due to business demands
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint, One Note, Outlook)
• SAP experience.

Salary

• N300,000 monthly.

Application Closing Date
8th June, 2022.

Method of Application
Interested and qualified candidates should send their CV / Applications to: [email protected] using the Job Title as the subject of the mail.

Note: MPG is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of Race, Religion/Belief, Ethnic/National Origin, Disability, Age, Citizenship, Marital/Domestic/Civil Partnership Status, Sexual Orientation, or Gender Identity, or any other basis as protected by applicable law.