Job Summary
The Customer Support Staff with NaijaSweetRice is a critical business operations role primarily responsible for communicating with prospective and current customers via phone, e-mail and other designated channels- providing marketing and sales support, and acting as primary liaison to customers and field employees.
Minimum Qualification:
Degree
Experience Level:
Mid level
Experience Length:
2 years
Job Description
Qualified candidates for this position must have a passion for excellence, outstanding communication and organizational skills, as well as the ability to readily build relationships over the phone. Additionally, a qualified candidate must be quality-focused, an effective team player and be motivated to achieve a rewarding career within the organization.
Responsibilities
Open and maintain customer accounts by recording account information.
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Recommend potential products or services to management by collecting customer information and analyzing customer needs
Prepare product or service reports by collecting and analyzing customer information
Contribute to team effort by accomplishing related results as needed
Manage large amounts of incoming calls
Identify and assess customers' needs to achieve satisfaction
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Resolve customer complaints via phone, email, mail or social media
Use telephones to reach out to customers and verify account information
Take payment information and other pertinent information such as addresses and phone numbers
Place or cancel orders
Inform customer of deals and promotions
Utilize computer technology to handle high call volumes
Work with the customer service manager to ensure proper customer service is being delivered
Compile reports on overall customer satisfaction
Handle changes in policies or renewals
Requirements
Proven experience as a customer support staff or similar CS role.
Strong phone contact handling skills and active listening.
Familiar with CRM systems and practices.
Customer orientation and ability to adapt/respond to different types of characters.
Excellent communication, presentation and problem-solving skills.
Ability to multi-task, prioritize and manage time effectively.
Marketing Degree preferred.
Ability to work with online collaborative tools.
High Emotional Intelligence to handle different customer personas.
Benefits
Join a healthy and people-oriented work environment
Exciting opportunities for learning and growth
Opportunity for remote work.
