Contact Center Agent at Innovectives LLC: Lagos

Innovectives LLC is Africa’s leading financial technology companies with presence in 19 African countries. We envision a future where the transfer of ‘value’ is simple, convenient, instant, secure and global, irrespective of boundaries, channels or status by providing user-friendly and affordable payment solutions.

Contact Center Agent – Lagos

Job Description

Telesales marketing resulting in conversion of new prospects, Cross selling and Upselling
Customer follow up and relationship management
Handling Customer Feedback Management within the Organization
Efficient Capturing of Customer Feedback Ensuring adherence to the Case Resolution Process by Respective teams and staff handling Customer Feedback.
Monitoring and Managing Response and resolution times for Customer Feedback.
Reviewing, analysing and managing organization’s case resolution processes periodically
Drive Rapid Response and Service Recovery On customer complaints and of Dissatisfied Customers
Receipt, and accurate escalation of complex Customer Complaints.
Root Cause analysis on Complaints
Champion all voice of customer efforts including surveys and uniting a company-wide approach, and optimizing for “listening” pipe opportunities via web, social medial, field, etc.
Providing daily, weekly and monthly reports on all Customer Feedback
Developing, implementing and enforcing strategic policies that ensure quality service delivery and excellent customer experience
Analysis of customer data with the aim of formulating customer-oriented policies.
Recommend potential products or services to management by collecting customer information and analysing customer needs

Qualifications

1 -3 years’ Cognate Experience in a Call Center Role/ Customer Service Role
Must have strong knowledge of data analysis, data management and business intelligence reporting using excel
You must be skilled at analysing customer feedback metrics and handling displeased customers.
Strong knowledge and application of Customer Service principles
Good knowledge of Customer Relationship Management Applications (CRM)

Method of Application
Interested and qualified candidates should send their CV to: buildacareer@innovectives.com clearly indicating the “Job Title” as subject of your mail.

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