Senior Customer Service Representative at Wifiber

Wifiber is one of the best Internet Service Providerin Nigeria. We provide reliable, superfast and truly unlimited internet connection to our customers. Choice2mobile Technology Limited is an Internet Service Provider (ISP) with a collection of amazing people striving to deliver exceptional service, anytime, anywhere. Choice2Mobile Technology Limited through our brand name Wifiber deploys super-fast world-class fiber broadband infrastructure. We launch our customers and clients into the Information Age and put a world of knowledge and entertainment at their fingertips.

We are recruiting to fill the position below:

Job Title: Senior Customer Service Representative

Location: Lagos
Employment Type: Full-time

Duties and Responsibilities
Includes and not limited to the following:

Deal directly with customers either by telephone, electronically or face to face
Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
Able to up-sell and cross-sell
Ability to learn and follow all customer service procedures and policies
Strive to meet and go above personal and team targets, goals, and quotas
Aim for customer resolution and return
Record, organize and file customer interactions and profile / account changes
Assist customers on placement of orders, refunds, or exchanges Customer Service.
Able to generate sales leads from calls
Answer and manage incoming calls, emails, chats, and/or interactive voice response systems
Ability to memorize, recall, or research answers quickly
Ability to assess customers' needs and provide the correct answer, path, troubleshooting, or method for a positive customer experience

Requirements and Qualifications

Bachelor's Degree
3 years experience and above
Flexibility to work multiple shifts, including night shifts, during the weekends or on holidays
Must be willing to take part in required initial training
Excellent time management and prioritization skills
Ability to answer the phone, listen actively, relay information, and type basic information simultaneously
Customer-focused for positive customer experience and resolution
Familiarity with CRM systems and practices.
Proven customer support experience or experience as a Client Service Representative
Excellent at communicating over the phone and handling phone systems
Basic computer skills and experience with tracking and recording call information, filing documents or updating customer profiles / accounts
Ability to multi-task, prioritize, and manage time effectively