Customer Service Representative (Call Center) at iRecharge Tech-Innovations Limited

iRecharge Tech. Innovations is an Information, Communication and Software Technology firm. We operate with a burning passion to transform the technological terrain of Africa by delivering value to clients through innovative and effective leverage of cutting-edge technology solutions.

We combine sound knowledge of world class technology to design, implement and support business transformation in areas of web and mobile application, software, service and storage systems installation, networking technologies and technology procurement. We have an in-depth understanding on how technology accelerates success, and are passionate about attracting and supporting unique talents in growing our business and driving operational excellence.

We are recruiting to fill the position below:

Job Title: Customer Service Representative (Call Center)

Location: Abuja
Department: Customer Service

Job Summary

• The Customer Service Representative, reporting to the Team Lead, plays a pivotal role in addressing customer inquiries and resolving complaints with utmost professionalism and efficiency.
• This position involves handling incoming calls from customers, including taking orders, providing information, troubleshooting issues, and addressing concerns related to the organization's products or services.

Essential Duties and Responsibilities

• Professionally answer incoming phone calls from customers and address their inquiries and complaints with empathy and courtesy.
• Utilize available resources to conduct research and gather the required information to effectively assist customers.
• Operate telephone equipment, automatic dialing systems, and other telecommunications technologies to proactively contact prospective customers.
• Take ownership of customer complaints and work towards swift and satisfactory resolutions.
• Provide comprehensive information about our organization's services and products to customers.
• Identify and escalate priority issues to high-level management for prompt attention and resolution.
• Adhere to procedures, rules, and regulations to maintain a safe and clean working environment.
• Direct inbound calls to the appropriate departments or individuals.
• Follow up on complex customer calls as necessary to ensure a positive customer experience.
• Document call details, including notes and reports, in the Customer Relationship Management (CRM) system.
• Gather and evaluate all relevant data to effectively handle customer complaints and inquiries.
• Record and maintain accurate records of customer comments, inquiries, complaints, and actions taken.
• Escalate customers' queries to the appropriate units for prompt and efficient resolution.
• Capture customers' details accurately in the system to maintain comprehensive records.
• Contribute to the overall team effort by accomplishing assigned tasks and supporting colleagues.
• Perform other duties as assigned.

Job Requirements

• First Degree in Communications or related field
• Must have at least 3 years of relevant experience in a call center
• Must be available for a 24/7 Shift work schedule
• Must be customer-centric
• Customer service telephony skills
• Accurate comprehension, interpretation, and capturing of information
• Able to react effectively and calmly in emergencies.
• Must be highly accurate and responds timely to calls
• Able to maintain customer confidentiality.
• Ability to understand individual differences
• Problem-solving and listening skills
• Excellent Interpersonal skill
• Teamwork.
• Time management and Persuasion skills
• Excellent verbal and written communication skills
• Friendly disposition, charming character, and amiable personality.

Application Closing Date
10th August, 2024.

Method of Application
Interested and qualified candidates should submit their updated CV as a PDF file to: [email protected] using "Customer Service Representative (Call Center)- Abuja" as the subject of the email.