Customer Care Representative in Lagos, Nigeria

at Swift Networks Limited

Customer Service
Minimum Qualification
Bachelor's Degree
Required Experience
1 - 3 years
Employment Type
Full Time
Male or Female
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Job Description

Main Responsibilities

1. Meeting quantitative and qualitative KPIs

2.Communicating accurate and precise information of products and services, value added services, packages, and on going promotional activities to the caller/customer

3.Taking all possible measures to timely resolve customer’s query and processing them in accordance with our established procedures and policies

4.Responsible for responding to technical queries related to VOIP, Internet and Data services on different platform such as WiMAX, Wifi by using standard procedures

5.Comprehensive understanding and knowledge of using Customer Relationship Management (CRM) software to deal with incoming calls

6.Ensure full compliance of all related software applications and a strong handling power to assist customers

7.Logging all queries properly and escalating possible complaints to the concerned teams using effective tools

8.Regularly attending training and coaching sessions conducted. Learning about organization’s products or services and keeping up-to-date with any changes to them

9.Suggesting alternatives and possibilities to resolve customers’ complaints on priority basis

10. Giving feedback and reporting customer issues/problems to Supervisor to ensure maximum customer satisfaction and to aware management with current trends and demands

11. Ensuring the retention measures according to the standards

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