Customer Care Representative Job Vacancy at Stalwart Logistics, 15th February, 2019

⏲ Feb 15, 2019, 4:50 PM
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Stalwarts Logistics is a logistics management company and transportation forwarder that commenced operations in Nigerian The company is a privately held, non-union corporation. We are recruiting to fill the position below: Job Title: Customer Care Representative Location: Lagos Job Brief

We are looking for a customer-oriented service representative

Job Functions

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
Generate sales leads
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
Meet personal/team sales targets and call handling quotas
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Go the extra mile to engage customers
Resolve customer complaints via phone, email, mail or social media
Use telephones to reach out to customers and verify account information
Greet customers warmly and ascertain problem or reason for calling
Cancel or upgrade accounts
Assist with placement of orders, refunds, or exchanges
Advise on company information
Take payment information and other pertinent information such as addresses and phone numbers
Place or cancel orders
Answer questions about warranties or terms of sale
Act as the company gatekeeper
Suggest solutions when a product malfunctions
Handle product recalls
Attempt to persuade customer to reconsider cancellation
Inform customer of deals and promotions
Sell products and services
Utilize computer technology to handle high call volumes
Work with customer service manager to ensure proper customer service is being delivered
Close out or open call records
Compile reports on overall customer satisfaction
Read from scripts
Handle changes in policies or renewals
Resolve customer complaints via phone, email, mail or social media
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
Maintain financial accounts by processing customer adjustments
Recommend potential products or services to management by collecting customer information and analyzing customer needs

Requirements

Excellent communication and presentation skills
Ability to multi-task, prioritize and manage time effectively
OND in relevant course preferred additional Qualifications with be added advantage.
Proven customer support experience
Track record of over-achieving quota
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

Top Skills & Proficiencies: