Customer Service Officer

 Vlinks Connect 18-Aug-2015 ₦100,000 - 150,000 LAGOS , Architectural   Banking and Finance   Agriculture   Accounting   Administrative   Audit  


Provides customer service support to the organization by obtaining, analyzing and verifying the accuracy of order information in a timely manner. Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained. Prepare customer service summary reports and co-ordinates the handling of difficult and/or unusual situations.

 

DETAILS OF FUNCTION:

  • Contributes to the development and maintenance of standards, policies and procedures regarding customer service.
  • Regularly provides feedback on the soundness and effectiveness of the customer service department’s policies and procedures.
  • Facilitates the collection of competitive information in order to monitor business trends and opportunities.
  • Adheres to all corporate policies, guidelines and statutory requirements and recommends to senior management adoption and/or changes to policies and guidelines to reflect circumstances within the customer service area.
  • Responsible for being familiar with the organization’s by-laws in order that all recruitment and retention decisions are made within by-law boundaries.
  • Responsible for actively ensuring the retention of the organization’s customer base which includes promoting the organization to existing customers.
  • Works with the organization’s other branch/regional offices to resolve problems, facilitate solutions and enhance customer service offerings.
  • Prepares, generates and distributes daily reports and order acknowledgements to appropriate personnel.
  • Responsible for notifying administration of any required updates of customer records on the organization’s internal database.
  • Provides back-up support to other group members in the performance of job duties as required.
  • Supports/participates in the organization’s Continuous Improvement Program.
  • Answers customer inquiries/communications as required.
  • Attends regular customer service departmental meetings.
  • Advises internal staff of advertisements and campaigns that affects retention.
  • Maintains detailed call activity reports and provides them to the [Insert position title] on a regular basis.
  • Provides activity/statistical summary reports each week to [Insert position title].
  • Co-ordinates the organization's involvement in internal and external trade shows.
  • Conducts follow up phone calls to survey respondents who have concerns or questions.
  • Performs other related duties as assigned by management.

 

Desirable skills/qualification                    

  • Works effectively under pressure.
  • Possess high energy.
  • Must be highly dependable.
  • Must be proactive and customer service oriented.
  • Performs multiple tasks simultaneously.
  • Committed to frequent deadlines.
  • Must interface effectively with internal department and outside resources.
  • Works independently and displays sense of urgency.
  • Must solve complex problems.
  • Must work with others as part of team and have excellent interpersonal skills.
  • Possesses long term and short term planning skills.
  • Must be detail-oriented and very accurate.

All applicants should send their CVs to careers@vlinksconnect.com



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