Customer Care Agents (Fresh Graduates)

We are recruiting to fill the position below:

Job Title: Customer Care Agent (Fresh Graduate)

Location: Lagos
Employment Type: Full-time

Job Summary

• To be successful as a retention specialist, you should have a persuasive attitude, excellent customer relationship skills, and a passion for sales. Ultimately, a top-class retention specialist should be able to improve sales by creating lasting bonds with customers.
• We are looking for a dynamic retention specialist to help us retain our core customer base. In this role, you will deal directly with our customers to find out what issues they are facing, how we may improve our products or services, and how to retain their business.
• Due to rapid expansion, we are looking for a qualified candidate to fill a creative technical position as we hope to maintain our status as the leading broadband connectivity services provider in Nigeria.

Responsibilities

• Responsible for responding to inbound and outbound calls, and technical queries related to VOIP, Internet, and Data services on different platforms such as LTE, WTTx, and Fibre, Wifi by using standard procedures.
• Regularly attending training and coaching sessions is conducted.
• Developing aggressive retention strategies based on customer feedback.
• Ensure full compliance with all related software applications and a strong handling power to assist customers.
• Logging all queries properly and escalating possible complaints to the concerned teams using effective tools.
• Comprehensive understanding and knowledge of using Customer Relationship Management (CRM) software to deal with incoming calls.
• Learning about the organization’s products or services and keeping up-to-date with any changes to them.
• Building positive relationships with customers and business associates.
• Suggesting alternatives and possibilities to resolve customers’ complaints on a priority basis.
• Negotiating with customers to renew contracts and retain business.
• Assisting with processing online payments and ensuring customers get value.
• Giving feedback and reporting customer issues/problems to the Supervisor to ensure maximum customer satisfaction and to raise management's awareness of current trends and demands.
• Taking all possible measures to timely resolve customers ’ issues and process them according to our established procedures and policies.

Requirements

• Ability to remain calm and professional in stressful situations.
• NYSC Fresh Graduate
• Advanced communication and interpersonal skills.
• Strong conflict resolution skills.
• Excellent customer service skills.
• Must have a 2:1(Upper Credit)bachelor's degree in sales, marketing, or a related field.
• Empathy and patience.
• In-depth knowledge of sales and marketing software, such as CRM, Excel, Outlook, etc.
• Advanced organizational skills.