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Date Posted

May 19, 2015

Company

Mikano International Limited

Job Title

Call Agent At Mikano International Limited Via Best Search Recruitment

Job Type

Permanent

Description

Call Agent: Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.

 


Group / Department: Marketing/ Customer Care


Job Title: Call Agent


Direct Manager: Customer Care Supervisor


Accountabilities:

  • Answer calls and respond to emails
  •  Handle customer inquiries both telephonically and by email·
  •  Research required information using available resources·
  •  Manage and resolve customer complaints·
  •  Provide customers with product and service information·
  •  Enter new customer information into system·
  •  Update existing customer information·
  •  Process information received by client, requests and inquiries·
  •  Identify and escalate priority issues·
  •  Route calls to appropriate departments·
  •  Follow up customer calls where necessary·
  •  Document all call information according to standard operating procedures·
  •  Complete call logs·
  •  Produce call reports, monitor the trend of activity·
  •  Carry out follow up campaigns and report activity and outcome·


Job Dimensions

Serve as an intermediary between a company and its customers, answering consumer questions and helping resolve issues with a product or service; having the ability to communicate information from the client to the correct concerned division


Success Factors

  • Building a healthy and consistent relationship with customers
  •  Representing the company at its best
  •  Achieving maximum customer satisfaction
  •  Ensuring all customer experiences are handled accordingly and are in line with the procedures and policies of the company
  •  Increase customer engagement and awareness
  • External: customers, Prospects/Potential Customers
  • Internal:
  •  Direct: Customer care call agents, Customer Care Supervisor, Customer Care Manager
  •  Indirect: Sales Representatives, Operation Executives, Workshop Representatives, Marketing Personnel, IT, Finance Executive, Division Representatives


Communication & Working Relationships

  • External: customers, Prospects/Potential Customers, system provider
  • Internal:
  •  Direct: Customer care call agents, Customer Care Supervisor, Marketing Manager, Sales Director/Manager, Managing Director, Head/GM of Operations, Finance Manager, Division Manager
  •  Indirect: Sales Representatives, Branch Managers, Operation Executives, Workshop Representatives, Marketing Personnel, IT, Finance Executive, Division Representatives


Education / Knowledge / Experience / Skills


A. Education / Qualifications:

  •  High school diploma or equivalent
  •  Proficient in relevant computer applications
  •  Required language proficiency in English (Hausa, Yoruba and Pigeon English is a plus)
  •  Knowledge of customer service principles and practices
  •  Knowledge of call center telephony and technology
  •  Some experience in a call center or customer service environment
  •  Good data entry and typing skills
  •  Knowledge of administration and clerical processes


B. Experience: At least 4 years’ experience in the field, worked with a power generation company is a plus


C. Skills:

  •  Verbal and written communication skills
  •  Listening skills
  •  Problem analysis and problem solving
  •  Customer service orientation
  •  Organizational skills
  •  Attention to detail
  •  Judgment
  •  Adaptability
  •  Team work
  •  Stress tolerance
  •  Resilience


 

Attributes / Personal Characteristics

  •  Professionalism and work ethics
  •  Positive attitude and energy
  •  Proactive, persuasive and self-confident
  •  Dedicated in delivering the objective and results

Year of Experience

3-5

Salary

Date Available

Location

Lagos

Closing Date

   

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