B
Inbound CX Associate
Baobab+ Nigeria
NGN
Confidential
New
Today
- Minimum Qualification :
Job Description/Requirements
Mission
The Customer Experience Associate will effectively manage Customers by providing telephonic assistance in a 360-degree focused Call Centre. The job holder will Provide full services which include responding to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information to all Baobab plus existing and potential stakeholders. You will also inform customers of the product terms or features and project a professional company image through voice and online interactions
Responsibilities
Customer Support
The Customer Experience Associate will effectively manage Customers by providing telephonic assistance in a 360-degree focused Call Centre. The job holder will Provide full services which include responding to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information to all Baobab plus existing and potential stakeholders. You will also inform customers of the product terms or features and project a professional company image through voice and online interactions
Responsibilities
Customer Support
- Answering phones from customers professionally and responding to customer inquiries and complaints.
- Handling and resolving customer complaints regarding product, sales and customer service problems.
- Managing communication and coordination with internal departments.
- Obtaining and evaluating all relevant data to handle complaints and inquiries.
- Identifying and escalating priority issues as may be necessary.
- Following up complicated customer calls where required.
- To understand customers' complaints/requests and close as First Time Resolution (FIR) and escalate where necessary.
- To ensure customer satisfaction is achieved in every interaction recorded.
- Ensure you follow the customer service script provided for uniformity.
- OND/HND in any field.
- Excellent Listening and Probing skills.
- Excellent time management and organizational skills.
- Ability to use basic computer software.
- Excellent time management and multitasking skills.
- Ability to speak Yoruba fluently.
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