Lorache Group - Our client, an Internet Service Provider (ISP) with large base of customers across different locations in Nigeria and beyond have an opening in the capacity below:
Job Title: Customer Service - Technical Support
Location: Lagos
Summary
- Call Center Supervisors help train and motivate call center representatives as they answer questions, handle complaints, and provide support for customers
Deliverables
- Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
- Ensuring agents understand and comply with all call center objectives performance standards, and policies.
- Coaching and cultivate the knowledge and skills to provide excellent service to customers.
- Answering agents questions regarding best practices or difficult calls.
- Identifying operational issues and suggesting possible improvements.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities and taking corrective actions, if necessary.
- Preparing reports and analyzing data to assist management as they determine call center goals.
- Working with other supervisors and management team members to support agents and maximize customer satisfaction
- Emphasis on first level trouble shooting and concern redressal
- Maintain and build lasting customer relationships by ensuring concern attended are resolved
- Build customers’ interest in products and services for all queries been attended
- Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
- Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies.
- Answers questions and recommends corrective services to address customer complaints.
- Determines work procedures, prepares work schedules and expedites workflow.
- Study and standardizes procedures to improve efficiency of subordinates.
- Maintains harmony among workers and resolves grievances.
- Prepares composite reports from individual reports by subordinates.
- Reviews PBX data to monitor the customer experience and subordinate statistics
Requirements
- Leadership Skills
- Time Management.
- Problem Solving.
- Customer/Client Focus.
- Computer knowledge
- Analytical and efficient
- Internet and Tech savvy
- Customer query resolving skills
- Sales Acumen
- Customer focus
- Excel knowledge (Must)
Qualifications:
- Must be a graduate with 3 - 5 years experience on customer care supervisory role.
Language Speaking:
- Fluent in Hausa, Igbo, Yoruba and English.
Application Closing Date
30th June, 2019.
How to Apply
Interested and qualified candidates should forward their Resume /CV to:
[email protected] and
[email protected] Using the position and location applied for as subject of the mail.
Note: Only shortlisted candidates will be contacted.