Customer Service Representative (Call Center) at iRecharge Tech-Innovations

Company

Confidential

Location

Lagos, Nigeria

Position Overview

We are expanding our dynamic team and seeking a dedicated Customer Service Representative to join our call center. Reporting to the Team Lead, you will play a pivotal role in addressing customer inquiries and resolving complaints with professionalism and efficiency. This position involves handling incoming calls from customers, taking orders, providing product information, troubleshooting issues, and addressing concerns related to our products and services.

Key Responsibilities

• Professionally answer incoming phone calls from customers and address inquiries and complaints with empathy and courtesy
• Conduct research and gather information using available resources to effectively assist customers
• Operate telephone equipment, automatic dialing systems, and other telecommunications technologies to contact prospective customers
• Take ownership of customer complaints and work toward swift and satisfactory resolutions
• Provide comprehensive information about the organization's services and products
• Identify and escalate priority issues to management for prompt attention and resolution
• Direct inbound calls to the appropriate departments or individuals
• Follow up on complex customer calls as necessary to ensure a positive customer experience
• Document call details, including notes and reports, in the Customer Relationship Management (CRM) system
• Record and maintain accurate records of customer comments, inquiries, complaints, and actions taken
• Capture customer details accurately in the system to maintain comprehensive records
• Contribute to overall team effectiveness and departmental goals
• Adhere to procedures, rules, and regulations to maintain a safe and clean working environment