Customer Service Representative (Hybrid)

Location: Lagos (Hybrid)
Employment Type: Contract

Responsibilities
Customer Support via Inbound Channel:

• Respond to customer inquiries through call platforms.
• Provide information about products, services, policies, and procedures.
• Assist customers with orders, payments, or account issues.

Problem Resolution:

• Identify customer problems and provide solutions.
• Troubleshoot technical or service issues.
• Escalate complex cases to supervisors or specialized teams when necessary.

Multitasking:

• Handle call conversations effectively.
• Navigate different systems (CRM, knowledge base, order system) while on call.

Documentation:

• Record customer interactions in the system.
• Update customer records and case notes accurately.

Customer Experience:

• Maintain a professional, polite, and friendly tone.
• Ensure quick response time and high satisfaction levels.
• Follow company communication guidelines and scripts.

Product/Service Knowledge:

• Stay updated on company products, promotions, and policies.
• Use internal knowledge bases to provide accurate answers.

Performance Targets

• Meet KPIs such as:
  • Average handling time
  • Customer satisfaction (CSAT)
  • Resolution time
  • Average talk time.

Salary
Basic - N70,000 monthly, KPI - (N20,000 - N100,000)

Application Closing Date
Not Specified.

Interested and qualified candidates should:
Click here to apply online