VACANCY FOR THE POSITION OF CUSTOMER SUPPORT
Job position: Customer support with knowledge of Swahili or French
Location: Lagos, Nigeria
Salary: Competitive and negotiable
Start Date: As soon as Possible
Good communication skills
Previous job experience in customer support
Experience in the betting industry
Willing to learn and develop
Must be able to speak French or Swahili
This position is a shift job (2days on/ 2days off including night shifts)
Respond promptly and effectively to incoming customer enquiries through our various channels including – phone, email, live chats or social media
Maintain a positive, empathetic and professional attitude toward customers at all times.
Receive and manage all product and services complaints by clarifying the customer’s complaint; identifying the cause of the problem, and provide resolution using applicable channels, methods and tools promptly.
Document and escalate all customer complaints and issues to the responsible department when necessary, according to standard operating procedures
Follow-up on customer complaints to ensure timely resolution
Provide product and service information to customers
Build & develop customer relationships
Support the development, improvement and implementation of new products, process and policies for the Customer Service Department.
On-time response to requests from the Management team
Achievement of individual KPIs (FCR, Acceptance Rate, CSAT Score, Avg. Response Time, Quality Assessment of chats and calls) per departmental target set.
Monthly reporting on KPI and customer complaints to Management
Interested and qualified candidates should send their CV to firstname.lastname@example.org using the job title as subject of the mail.
To apply for this job email your details to email@example.com