Rich-Oak is a fast-growing investment, micro-lending and cooperative organisation dedicated to providing financial solutions to all classes of Nigerians. We have a vision of making two-third of Nigeria`s population financially free.
We are recruiting to fill the position below:
Job Title: Customer Service / Social Media Manager
Location: Abuja (FCT)
Employment Type: Full-time
Job Functions
- Maintain customer accounts
- Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Prepare and recommend potential products or services to management by collecting customer information and analyzing customer needs
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication with customers
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Go the extra mile to engage customers
- Resolve customer complaints via phone, email, mail or social media
- Use telephones to reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling
- Ensure customer retention
- Inform customer of deals and promotions
- Sell products and services
- Utilize computer technology to handle high call volumes
- Close out or open call records
- Compile reports on overall customer satisfaction
- Handle changes in policies or renewals
- Resolve customer complaints via phone, email, mail or social media
- Create and upload content on social media platforms
- Manage social media accounts
Requirements
- A bachelor’s degree or HND with 2-5 years work experience.
- Proven customer support experience
- Track record of over-achieving quota
- Strong phone contact handling skills and active listening
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize and manage time effectively
Customer Service Representative Top Skills & Proficiencies:
- Proficient in the use of oral and written English
- Quality Focus
- Market Knowledge
- Documentation Skills
- Listening Skills
- Phone Skills
- Resolving Conflict
- Multitask
- Patience
- Friendly
- Negotiation
- Positive Attitude
- Attention to Detail
- People-Oriented
- Analysis
- Problem Solving
- Organizational Skills
- Adaptability
- Ability to Work Under Pressure
- Computer Skills
Application Closing Date
18th December, 2020.
How to Apply
Interested and qualified candidates should send their Applications to: careers@rich-oak.com using the Job Title as the subject of the email.