Customer service representative at Coollinks in Lagos

Position Overview

The Customer service representative serves as the first point of reach out for customer engagements, in charge of addressing service-associated questions and service issues productively and competently. The position ensures prompt response and solution of concerns within accepted SLAs, escalating only as required. This role plays a main responsibility in preserving client fulfillment, capturing response, and assisting uninterrupted service excellence, while operating in alignment with corporate standardized processes, and ISO/IEC 27001 cyber security qualifications.

Primary Targets

• Responding and participating promptly to incoming client calls regarding service service issues, invoicing concerns, goods challenges and general customer’s matters.
• Ensure high level of client centric mindset to offer solution to client matters
• Recognizes and report to higher support tier conditions requiring immediate attention to suitable department
• Preserving a positive, empathetic and specialist mindset towards clients at all times.
• Collate client’s response and diagnose issues technical hurdles skilled by customers
• Preserve a thorough expertise in operational workflows and standardized processes
• Attracts possibility clients by responding product and service questions; suggesting information about other goods and solutions.
• Build maintainable connections of trust through launch and interactive information exchange.

Status updates:

On a weekly basis documentation entry to Manager/HOD.

Key Effectiveness Indicators

• Address client calls/emails quickly within 1 minutes for calls, 30 minutes for emails and 3 minutes for WhatsApp chats.
• Settle a minimum of 85% of client concerns on first reach out without needing to report to higher support tier.
• Keep clients happy and collect response after engagements with 90%+ fulfillment rating from surveys.
• Only report to higher support tier when absolutely necessary.
• Send precise end of change documentation with 100% on-time entry.
• Endorse goods or solutions when suitable with a minimum of 5% of calls comprise of a successful endorsement.
• Be show and on time for all planned changes with a minimum of 99% every month presence.
• 100% adherence with organisation guidelines.

Education and Expertise

• At least Bachelor's degree or Higher national diploma from a identified higher education institution
• 1 - 3 years related experience from an ISP or telecommunication industry
• Internet and social platforms savvy
• Client query addressing competencies
• Effective communication competencies
• Client concentration
• Good expertise in Ms office tools.

Other obligations:

Execute any other duties as allocated by the Manager or Chief of Department. Engage in development sessions, team assessments, and organisation sessions as necessary.

Essential skills:

• Readiness to discover and formulate new things.
• A very friendly, polite and tactful in nature.
• Outstanding verbal and professional writing competencies.
• Outstanding public speaking to do the work productively.
• Possess the capability to cope with various duty and due dates.
• Should possess the management abilities and the capability to motivate and energize member team members.
• Be capable to manage multifaceted clients and conditions.

Operating Terms:

The position requires operating changes, which includes weekends and public holidays, The role is primarily onsite/remote, with a dynamic environment requiring high meticulousness and competence.

Note

• Other roles may be added with time.
• Employees must comprehend and carry out cyber security duties as defined by the company’s rules and needs.
• All processes are to be carried out according to Standard of Process.
• Zero error.