Summary

Language Proficiency: HAUSA, IGBO or YORUBA Fluency: HIGH Responsible for the timely management of calls (both inbound and outbound); identifying customers’ needs and providing appropriate solutions to their complaints.

Responsibilities

• Answer incoming calls and respond to customer’s emails
• Management and resolve customer complaints
• Sell products and place customer orders in the computer system
• Identify and escalate issues to supervisors
• Provide product and service information to customers
• Research required information using available resources
• Research, identify, and resolve customer complaints using applicable software
• Process orders, forms, and application
• Route calls to appropriate resources
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Upsell products and services
• Complete call logs and reports
• Other duties as assigned

Requirements

• A first degree in a relevant field

• 1-3 years of experience in a call center environment​

• Technical expert in related computer applications.
• Able to react effectively and calmly in emergencies.
• Able to maintain customer confidentiality.​
• Previous experience in a similar role, and high fluency in YORUBA, IGBO or HAUSA language
• Excellent verbal & phone communication skills, with active listening
• Excellent relationship management skills and highly developed emotional intelligence
• Proficient in relevant computer applications