Customer Service Executive at Trent Park Lifts

Though an elevator company based in Lagos, our services cover the entire states in Nigeria. Commitment to quality, safety, and value for money takes precedence in every job we undertake. Our engineers are highly trained in the best practices of lift engineering and safety. We offer a FREE NO OBLIGATION INSPECTION of a potential client’s existing lift and offer a post-assessment report.

For any new installation, we work with the client to understand their requirements and together with our manufacturers’ design team. We are a lift company in Nigeria providing solutions that will meet the specific structural and usage demands of any building.

We are recruiting to fill the position below:

Job Title: Customer Service Executive
Location: Lekki Phase 1, Lagos
Employment Type: Full-time

Roles & Responsibilities

Service Delivery:

Prepare annual maintenance schedule in line with contract per site and issue to engineers
Ensure 100% maintenance visit in line with the contract
Monitor call back and shut down rates – and strive for a reduction in the rates
Act as the point of contact between the clients and the business
Collaborate with engineers to manage technical aspects of lifts service, and advise clients on solutions
Working with the sales team, increase service portfolio
Provide monthly report to line Director in an agreed format
Generate invoices for client payment
Prepare debt recovery schedules and reconciliation
Manage debt portfolio
Undertake the tasks of receiving calls, take messages, and routing correspondence
Attend to and resolve customers’ queries promptly and courteously.
Handle requests, orders and queries promptly and appropriately
Generate customer reports
Generate quotations for repair works
Conduct planned and unplanned site visits to ensure service quality
Manage relationships with key customers, site contacts, and handling customer complaints efficiently
Carry out general administrative and business support duties.

KPI’s:

Call back (Breakdown) rate 3 or less per annum
Shutdown rate (90% live/annum)
10% growth in non-TPL equipment service site per annum
Contract growth minimum 10% + Inflation rate per annum
Accident – Fatality (Zero); Major (Zero); Minor bruises, sprains etc. (TBA)
Collection on invoices (over 90 days less than 10%)
Debtors (less than 10% of service turnover)

Requirements:

Bachelor's degree in Accounting or Business-related degree required.
Must be able to manage client relationship.
Must be able to communicate effectively both in writing and in preparing electronic documents
Previous experience in a similar role is required.
Residents of Ikoyi, VI. Lekki or Chevron environ preferred for the role due to ease of transportation.
Must have a minimum of 1-year experience working within a fast-paced service environment
Sound Microsoft Office skills to include MS Excel, PowerPoint presentation, and word respectively.
Must be able to interface and work independently, comfortably, and effectively with employees at all levels
Must be able to plan, implement, evaluate, and report activities