Head - Business Support / Customer Service / Contact Centre at Plistbooking.com

Plistbooking.com is a Lekki based Nigerian online vacation rental booking and a real estate marketplace that leverages technology to empower Nigerians to purchase or rent their dream homes as well as monetize their spaces, passions, and talents to become hospitality entrepreneurs.

We are growing rapidly, and our goal is to become the largest firm nationally by offering hotels and homeowners advanced and technology enabled services with higher revenues at lower cost.

We are recruiting to fill the position below:

Job Title: Head - Business Support / Customer Service / Contact Centre

Location: Lekki - Ikate, Lagos
Employment Type: Full-time

Job Description

• The Head - Business Support / Customer Service / Contact Centre will lead our contact centre, customer service department, ensuring that our customers receive top-notch support and satisfaction.
• This role involves developing and implementing customer service strategies, managing a team of customer service representatives, and collaborating with other departments to enhance the overall customer experience.

Key Responsibilities

• Overseeing day to day operations of the call centre
• Monitoring attendance and promptness
• Troubleshooting technical glitches or mishaps.
• Escalating all issues to the directors
• De-escalating conflicts in a timely manner.
• Auxiliary tasks required.
• Manages and oversees a team of call centre agents.
• Motivates and supports agents through feedback and communication.
• Measures KPI’s like inbound calls, call waiting, and call abandonment.
• Assists with taking agents’ calls if they can’t handle the workload.
• Improves quality of results by recommending changes.
• Provides product/service information by answering questions and helping.
• Assist onboarding new employees.
• Prepares monthly and annual performance reports.
• Creates targets and goals for improvement.
• Well-versed and very adept at using CRMtools, especially Hubspot and Bitrix24
• Excellent verbal, written communication and teamwork skills.
• Ability to manage time effectively and meet deadlines.
• Repayment reminder calls, problems resolution calls.
• Follow up engagement on transferred tickets and revert to customer.
• All email engagements - incoming and outgoing emails, complaints receipts and resolution, transfer to appropriate department for further resolution (all tasks of telephony are applicable here too)
• Ability to work under pressure and multitask effectively.
• Good Verbal communication & interpersonal Skills.
• Attention to Detail.
• Persuasive.

Qualifications and Skills

• 2 - 5 years of work experience.
• Tech-savvy with knowledge of relevant computer programs and telephone equipment
• Ability to remain calm and respectful under pressure.
• Exceptional customer service expertise
• Proficiency with the English language
• Strong verbal and written communication skills
• Organizational skills and attention to detail
• Familiarity with quality assurance and data analysis software
• Excellent negotiation and problem-solving skills

Salary
N250,000 - N300,000 Monthly.

Application Closing Date
23rd July, 2024.

Method of Application
Interested and qualified candidates should send their CVs to: [email protected] using "Head - Business Support / Customer Service / Contact Centre" as the subject of the mail.