Lase Consulting Ltd is recruiting.
We are leading and fast-expanding IT products retail store, with more than 15 outlets in 7 States of the Federation.
Our vision is to be the No.1 IT retail store in West Africa by 2012.
We owe our success over the years to the innovation, dedication and commitment of our employees. Our recruitent exercise, therefore, always seeks to capture ONLY the best candidates who are able and willing to make meaningful contributions in the Company's pursuit of its strategic objectives financial goals.
Our system rewards excellence and we expect each employee to be a Champion in whatever role they are assigned. We have no place for "salary earners", instead, we are seeking for strategic alliance with results-driven individuals, who are willing to create value and be adequately compensated for doing so. If you can keep up with our challange, then we would be glad to welcom you aboard our "Elite" team.
Vacancies currently exist in our company for the position of:
Job Title: Call Centre Attendant/Telemarketer (CCT)
Department/Division/Unit: Sales
Location: Lagos
Reports To: Customer Care Manager
Job Objective:
In line with our promise to all our customers to deliver unparalleled service and after-sales support, our Company has recently acquired state-of-the-art equipment for our new Call Centre in Lagos. Selected Candidates will be expected to drive service excellence by personally responding to customer’s needs and by continuously looking for opportunities to improve our service and support for our customers. This person(s) selected for this role will work closely with the local sales team in all our Branches nationwide, as well as our local technical personnel to ensure we are meeting the needs of our customers.
Candidates for this role must have impeccable communication skills, excellent telephone etiquette, an amiable disposition and a passion for what they do. Our ideal candidate must also be a good salesperson who is capable of taking orders and closing deals on the telephone.
Duties & Responsibilities:
Selected Candidates for this role will be expected to:
Customer Satisfaction
- Develop rapport with the customer base, be responsive and timely with correspondence and problem resolution, and display a caring attitude.
- Undertake an agreed % of customer surveys each month in order to establish satisfaction levels
- Follow the Code of Business Conduct, Company’s Customer Service Policy, and maintain ethical behaviour at all times.
- Keep informed about the Company’s line of products and services, in order to give appropriate and relevant information to the customers.
Complaints/Enquiries Resolution
- Effectively manage customer complaints and resolve them without the need for further escalation
- Maintain the confidentiality of all customer information obtained in the course of work.
Presentation of Periodic Report
Produce periodic report detailing:
- customer feedback,
- complaints
- root cause analysis of customer issues
- root cause analysis of positive feedback
- recommendations for improvements
- trend analysis and forecasts
Sales
- Generate a database of prospects.
- Convincingly market the Company’s products and be adept at closing deals on the telephone
- Ensure that all orders/complaints/enquiries received via the Call Centre are promptly forwarded to the appropriate department(s) for follow-up
Continuous Improvement
- Offer suggestions/recommendations on ways in which service could further be improved, based on interaction with Customers
- Seek means of professional and career self-improvement through trainings, seminars, courses, etc.
Competencies:
- Attention to details
- Teamwork
- Professionalism
- Managing performance
- Planning and organizing
- Judgment/Decision-making
- Communications Skill
- Telephone Etiquette
Key Performance Indicators:
- % of escalations
- Customer satisfaction level
- Prompt submission of reports
- Number of leads generated
- Number of sales made
- Amount of enquiries/complaints resolved
Person Specification:
Education Qualification:
First Degree / HND in any field
Experience
Any
How To Apply
Forward applications for this role to:
[email protected]
Application Deadline: 24th August, 2010