Summary
Date Posted: Tuesday, December 17 2024, Base Salary: Not Disclosed

JOB DETAILS:
Job Purpose
The Customer Service Agent will offer customer support through phone, email, online chat or social media to customers who have questions, concerns or confusion around a particular product or service. Assisting new customers in completing customers card membership Application forms. Assisting customers with Front Office issues, printing statements quotations and unblocking of online accounts. Ensure customer satisfaction and provide professional customer support.

Summary of Key Responsibilities:
• Respond to customer calls and emails and answer questions about products and services
• Respond promptly and professionally to customer enquiries through phone calls and WhatsApp messages
• Provide accurate information and follow up on resolutions to enhance customer satisfaction
• Coordinate with your manager to expedite issue resolution and keep customer informed throughout the whole process
• Provide information on service benefits and assist in booking appointments where necessary
• Log all contacts in our customer database system accurately
• Send reminders to customers for their due vehicle services 5 months after their last service
• Talk to customers over the phone, email, online chat or social media to resolve their questions or concerns
• Follow up on escalated tickets to ensure that they are resolved and closed within the set timelines
• Maintain and update customer information as necessary
• Calmly attempts to resolve and de-escalate any issues
• Escalate calls to supervisor when necessary and appropriate
• Respond to requests for assistance and/or possible processing of credit card authorizations
• Track call-related information for auditing and reporting purposes
• Provides feedback reports on call issues related to downtime and/or training issues
• Providing feedback on the efficiency of the customer service process.
• Generate monthly, quarterly, and annual reports for management
• Maintaining a positive, empathetic, and professional attitude toward customers at all
• Communicating with Prepaid customers on errors regarding the recharge forms before the closing of business
• Keeping records of customer interactions, transactions, comments, and complaints.

Required Skills and Attributes
• Excellent phone and email etiquette
• Exceptional communication skills
• Good Written Communication Skills.
• Ability to manage multiple accounts simultaneously
• Good numeracy skills
• Attention to detail
• Ability to enhance the company image
• Able to work in a team.
• Ability to stay calm when customers are stressed or upset.
• Strong listening/comprehension skills
• Conversational, patient and confident, with a positive attitude

Primary Areas of Accountability:
Qualification and Experience
• Diploma in Public Relations, Business Administration or any Commercial Field
• Must have a minimum 3+ years’ experience in Counter/Phone/Email Customer Service
• Must be Customer Centric
• Professional Training Customer Service will be an added advantage
• Virtual related customer service a major plus
• Must be willing to be available 24/7 (as and when)
• Familiarity with Microsoft Windows, Word, and Excel application
• Must be tech savvy (well vested in the use of Social Media Platforms -WhatsApp, Facebook, Instagram, X).


Work Hours: 8

Experience in Months: 36

Level of Education: Associate Degree

Job application procedure
Interested in applying for this job? Click here to submit your application now.
QUALIFIED & EXPERIENCED FEMALES ARE ENCOURAGED TO APPLY FOR THIS POSITION
If you meet the hiring requirements for the position, please email your CV in MS Word and Cover Letter clearly stating your salary expectations to: jobs@bemconsult.com & Cc bemconsult8@gmail.com
Note that, all communications will be kept in the strictest of confidence. If you do not receive communication within 14 working days of the closing date of the advert, please consider your application unsuccessful.
DO NOT SEND CERTIFICATES AT THIS STAGE


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