Customer Support Officer at Archware Technologies International Limited

Archware Tech Group is a result-driven tech company in Lagos ,Nigeria, established to provide technological innovations that help improve the quality of work and lives of people across several business sectors. We are a team of creative thinkers that render excellent services that add value to you and your business. Our agile approach to problem-solving and strategic planning helps you build a better structure and achieve better results in your business. We provide technology-based innovative solutions ecosystems that automates, empowers and enables the growth of business across Africa.

We are recruiting to fill the position below:

Job Title: Customer Support Officer

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

Summary of Role Objective

• We are looking for a customer support officer in Abuja to deliver superior customer experience in all our interactions across all touchpoints.

Responsibilities
Customer Retention:

• Maintain a positive, empathetic, and professional attitude toward customers always.
• Ensure customer satisfaction and provide professional customer support.
• Provide accurate, valid, and complete information by using the right method/ work tools.
• Promptly and follow up to ensure resolution.
• Serve as One-Stop-Shop for all customer inquiries and reports.
• Impact on the company’s bottom line by delivering top-notch customer service and turning our irate clients into repeat customers.

Customer Complaint:

• Zero rates of unattended requests/complaints from the customer.
• Acknowledging and resolving customers' complaints via phone, email, WhatsApp, and walk-in promptly.
• Handle customer complaints, provide appropriate solutions and alternatives.

Employee Engagement:

• Ability to work well in a team, as well as manage multiple priorities in quick time frames.
• Adhering to Company Policies and Procedures.
• Check payment information, place, and cancel customer orders.
• Adequate knowledge of all products and services,

Reporting:

• Daily compilation and rendering of reports.

Qualifications
Minimum Educated Level:

• Second class lower (2:2) University Degree or the equivalent in Administration or related field.

Person Specification:

• 1 - 2 years in service delivery experience
• Age Limit: Not more than 35 years
• Tenacious and persistent
• Flexible and adaptable
• Personable and able to persuade and influence others
• Innovative and Pragmatic
• Smart and trainable
• Confident and courteous
• Ability to maintain a professional appearance and provide a positive company image to the public on the job
• Proven customer support experience or experience as a Client Service Representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• 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.

Core Competencies:

• Persuasive Speaking Skills.
• Think of the most persuasive
• Empathy
• Adaptability
• Clear Communication Skills
• Self-Control
• Taking Responsibility/Ownership
• Patience
• An excellent team player
• Fluent in English (written and oral)
• The good moral compass and ability to work the Company’s values
• Comfortable with Change Management and capable of delivering high-quality service before, during, and after transformation.
• Good process understanding and digital proficiency

Application Closing Date
26th August, 2022.