Customer Care Consultant

Our client is one of the leading power solution provider in Nigeria employing over 1500 employees. With a wide operational base and branch network, which spreads across West Africa, the company has maintained a leading position in the generator sales and services sector in Nigeria. Due to expansion, the company now has an opening for Customer Care Consultant to be based in Lagos Job Profile: Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information Key Responsibilities Answer calls and respond to emails Handle customer inquiries both telephonically and by email Research required information using available resources Manage and resolve customer complaints Provide customers with product and service information Enter new customer information into system Update existing customer information Process information received by client, requests and inquiries Identify and escalate priority issues Route calls to appropriate departments Follow up customer calls where necessary Document all call information according to standard operating procedures Complete call logs Produce call reports, monitor the trend of activity Carry out follow up campaigns and report activity and outcome Key Requirements A. Education / Qualifications: High school diploma or equivalent Proficient in relevant computer applications Required language proficiency in English (Hausa, Yoruba and Pigeon English is a plus) Knowledge of customer service principles and practices Knowledge of call center telephony and technology Some experience in a call center or customer service environment Good data entry and typing skills Knowledge of administration and clerical processes B. Experience: At least 4 years’ experience in customer service from a call centre Having worked with a power generation company is a plus C. Skills: Verbal and written communication skills Listening skills Problem analysis and problem solving Customer service orientation Organizational skills Attention to detail Judgment Adaptability Team work Stress tolerance Resilience 10. Attributes / Personal Characteristics Professionalism and work ethics Positive attitude and energy Proactive, persuasive and self-confident Dedicated in delivering the objective and results