Consumer Care Specialist

Responsibilities:

Effective Management of Contact Centre:

• Assure service level for consumers by handling all incoming queries or complaints in a timely and professional manner
• Taking calls, registering, handling nonsensitive cases, aggregating consumer feedback and making recommendations to functional heads, reporting, and following up with calls.

Complaint Management:

• Handle the escalated high-risk, high-profile consumer contacts e.g. complaints that need to be escalated to a cross-functional team – legal or corporate affairs.
• Handle sensitive consumer complaints including appropriate alignment with Quality Assurance within the designated turnaround times and support special situations such as product recalls or negative media publicity.

Product Retrieval:

• Ensure timely retrieval for the consumer in line with SOP
• Decide and propose product replacements to complainants.
• Facilitate immediate analysis of the retrieved sample in accordance with SOP
• Give feedback to the consumer, follow through, and close.

Manage Information Flow:

• Build a database of callers for the purpose of brand support, promotion drive, etc. through outbound calls.

Requirements:

• Bachelor's degree (BSC) or Higher National Diploma (HND)
• 1-2 years of customer service experience.
• Fluency in Hausa language is a must.
• Proficiency in Microsoft Office and customer service software.

Benefits:

• Free daily lunch
• 13th-month pay
• Christmas gifts.

Location: Ogba, Lagos

Remuneration: NGN 160,000 – 180,000 (Depending on Experience)