Best Search Recruitment is recruiting for Mikano for the following positions: Call Centre Agent and Customer Care Manager

Call Centre Agent

Job Location:  Lagos
 

Call Agent: Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information. 


Accountabilities:

• 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

Job Dimensions

Serve as an intermediary between a company and its customers, answering consumer questions and helping resolve issues with a product or service; having the ability to communicate information from the client to the correct concerned division

Success Factors

• Building a healthy and consistent relationship with customers
• Representing the company at its best
• Achieving maximum customer satisfaction
• Ensuring all customer experiences are handled accordingly and are in line with the procedures and policies of the company
• Increase customer engagement and awareness

External: customers, Prospects/Potential Customers

Internal:

Direct: Customer care call agents, Customer Care Supervisor, Customer Care Manager

Indirect: Sales Representatives, Operation Executives, Workshop Representatives, Marketing Personnel, IT, Finance Executive, Division Representatives

Communication & Working Relationships

External: customers, Prospects/Potential Customers, system provider

Internal:

Direct: Customer care call agents, Customer Care Supervisor, Marketing Manager, Sales Director/Manager, Managing Director, Head/GM of Operations, Finance Manager, Division Manager

Indirect: Sales Representatives, Branch Managers, Operation Executives, Workshop Representatives, Marketing Personnel, IT, Finance Executive, Division Representatives

Education / Knowledge / Experience / Skills

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 the field, 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

• Attributes / Personal Characteristics
• Professionalism and work ethics
• Positive attitude and energy
• Proactive, persuasive and self-confident
• Dedicated in delivering the objective and results

Customer Care Manager

Job Location:  Lagos
 

Customer Care Manager: Maintains customer satisfaction by providing problem-solving resources; managing staff
Group / Department: Marketing/ Customer Care


Accountabilities

• Setting Customer Service Plan, Goals & objectives, Budget, Policies & Procedures.
• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
• Maximize CRM system affectivity by monitoring the input into the system, quality of information, projecting weekly/monthly reports.
• Conduct weekly team meetings with CCU to improve efficiency, provide all division heads with a weekly/monthly report on updates, activity, concerns, and recommendations.
• Attend sales/aftersales/marketing meetings to update on company goals, plans, and activity.
• Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Accomplishes information systems and organization mission by completing related results as needed
• Coming up with innovative campaigns to reach customers and revive the company image

Job Dimensions

Serve as an intermediary between the company and call agents, strategizing in serving the clients best interest keeping the companies interest as a top priority; Ensuring that the channel of communication is valid and effective

Success Factors

• Organized and systematic Customer Care Unit, whereby the process of communication is valid and effective
• Building a strong team
• Using radical methods to achieve goals & objectives
• Ensuring all customer experiences are handled accordingly and are in line with the procedures and policies of the company
• Achieving maximum customer satisfaction
• Not allowing any issue to drop unanswered (following up all communication regularly)
• Significant increase in customer satisfaction generates increase in sales
• Communication & Working Relationships

External: customers, Prospects/Potential Customers, system provider

Internal:

Direct: Customer care call agents, Customer Care Supervisor, Marketing Manager, Sales Director/Manager, Managing Director, Head/GM of Operations, Finance Manager, Division Manager

Indirect: Sales Representatives, Branch Managers, Operation Executives, Workshop Representatives, Marketing Personnel, IT, Finance Executive, Division Representatives

Education / Knowledge / Experience / Skills

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
• Extensive Experience in a call center or customer service environment
• Good data entry and typing skills
• Knowledge of administration and clerical processes
• Has experience in budgeting and planning
• Management skills
• Has the ability to lead a team and develop and implement standards, policies, and procedures.

B. Experience: At least 6 years’ experience as a customer care manager, has around 10 years of experience in the Customer care/service field, worked with a power generation company at any point in career is a plus

C. Skills:

• Verbal and written communication skills
• Listening skills
• Problem analysis and problem solving
• Decision making
• Customer service orientation
• Analytical skills
• Organizational skills
• Attention to detail
• Judgment
• Adaptability
• Team work
• Stress tolerance
• Resilience
•  
• Attributes / Personal Characteristics
• Professionalism and work ethics
• Positive attitude and energy
• Proactive, persuasive and self-confident
• Dedicated in delivering the objective and results

Method of Application

Use links below to apply

Call Centre Agent
Customer Care Manager

Due Date:Not Stated