Customer Service Representative (Call Center) at Infostrategy Technology Limited: Abuja

Infostrategy Technology Limited is an Information, Communication and Software Technology firm incorporated in Nigeria and the United Kingdom. We operate with a burning passion to transform the technological terrain of Africa by delivering value to clients through innovative and effective leverage of cutting-edge technology solutions.

Customer Service Representative (Call Center): Abuja

Reference Code: IST/ABJ/014
Department: Customer Service
Reports to: Team Lead Customer Service

Summary

Under the supervision of the Team Lead, the Customer Service Representative is responsible for telemarketing, responding to incoming calls from the customers to take their orders, answer questions and inquiries, troubleshoot problems, provide information and handle complaints regarding the organization’s products or services.
Essential Duties and Responsiblites

Answering phones from customers professionally and responding to customer inquiries and complaints.
Researching required information using available resources.
Call prospective customers by operating telephone equipment, automatic dialing systems, and other telecommunications technologies
Handling and resolving customer complaints
Providing customers with the organization’s service and product information.
Identifying, escalating priority issues and reporting to the high-level management.
Maintains safe and clean working environment by complying with procedures, rules, and regulations
Routing inbound calls to the appropriate resources.
Following up complicated customer calls where required.
Completing call notes and call reports as necessary and updating them in the CRM.
Obtaining and evaluating all relevant data to handle complaints and inquiries.
Recording details of comments, inquiries, complaints, and actions taken.
Escalating customer’s queries to appropriate units for prompt resolution.
Capturing customers’ details on the system.
Contributes to team effort by accomplishing related results as needed.
Other duties as assigned.

Job Requirements

Education Qualifications, Experience, Skills and Competencies:

First Degree in Communications or related field
Must have at least 3 years relevant experience in a call center
Must be available for a 24/7 Shift work schedule
Must be customer centric
Customer service telephony skills
Accurate comprehension, interpretation and capturing of information
Able to react effectively and calmly in emergencies.
Must be highly accurate and responds timely to calls
Able to maintain customer confidentiality.
Ability to understand individual differences
Problem-solving and listening skills
Excellent Interpersonal skill
Team work.
Time management and Persuasion skills
Excellent verbal and written communication skill
Friendly disposition, charming character and amiable personality.

Method of Application

Interested and qualified candidates should submit their updated CV to: recruitments@istrategytech.com using the “Job title – Job code” as subject of the email.

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