Customer Service Executive

The Outsource Company is a 100 % privately held Nigerian company offering BPO/ITES (Business Process Outsourcing/Information Technology Enabled Services), from its state of art 350+ seat (additional 1000 seat also in plan) call center facility in Abuja, Nigeria. Our world class facility offers end-to-end voice and non-voice BPO services globally. We are a premier company, managing complex transaction processing operations and offering end-to-end solutions. We combine our BPO expertise with research, analytics, risk advisory and process consulting services to deliver a broad suite of offerings to our customers.
Job Title: Customer Service Executive
Job Description
A customer service executive Ensures the timely resolution of 1st level support related issues in the contact centre by attending to customers’ issues and queries and resolves 2nd level support issues and liaises with other support divisions to provide excellent support services.
A Customer Service executive delivers exceptional and superior customer service at each point of interaction with the customer & responds promptly to customer issues within agreed SLAs (Service Level Agreement).

Job Function
Delivers superior customer service at each point of interaction with the customer & responds promptly to customer issues within agreed SLAs (Service Level Agreement)
Facilitates 1st and 2nd level trouble shooting for issues regarding downtime and communicates with the 3rd level team on resolution
Works closely with customer experience to ensure customer satisfaction, participates in site visits to customers in order to foster better relationship management
Liaises with the Quality Assurance team, in order to maintain templates for downtimes to be communicated both externally and internally
Resolves escalated issues and bulk requests from Corporates and Consumers and assists with reversals, confirmation of transactions and second level investigation
Liaises with the Service Management Team for issues that require further assistance / follow up
Performs manual reversals for failed transactions from customers
Manages downtime incidents and liaises with the Platform Integrity Team to communicate the details to customers
Resolves challenges with regards to inaccessibility of the CRM tool, and inability to log on to Cisco(for call related requests)
Logs in issues and their completion status on the CRM
Extracts performance statistics of agents from CRM.