Jobs
Customer Service Officer Job at Matoye Ventures, April 2015
Matoye Ventures currently seeking to employ suitably qualified candidate to fill the position below:
Job Title: Customer Service Officer
Location: Lagos
Purpose of the Job
- To provide and promote a professional, high quality, front line customer focused telephone service to all callers.
- The post holder will be responsible for dealing with all
customer enquiries in relation to our services, focusing primarily on
repairs,housing/neighbourhood management and income management.
- Delivering a service to meet the individual needs of all
customers and wherever possible resolving enquiries at first point of
contact.
Duties and Responsibilities
- To take responsibility for being the first point of contact for
all callers to the Customer Service Centre and ensuring that a high
quality of service is delivered at all times.
- To ensure that all calls to the Customer Service Centre are dealt with promptly, in line with agreed standards and targets.
- To have full knowledge and ability to access all services,
including translation services to help meet the individual needs of our
customers.
- To ensure that all computerised systems are used effectively to
help process customer enquiries and accurately maintaining all records
in a time critical environment.
- Deal with all calls received within the Customer Service Centre
in line with current Service Level Agreements, policies and procedures.
- To provide support and assistance to colleagues within the team through training, coaching and adopting good team ethics.
- To develop Group's commitment to equal opportunities and to
promote non discriminatory practices in all aspects of work undertaken.
All employees are required by Section 7 of the Health and Safety at Work
Act to take reasonable care of their own health and safety and that of
others who may be affected by their acts or omissions.
- To undertake any such additional duties that are reasonably
commensurate with the level of this post. This job description is not
intended to be an exhaustive list but to indicate the main
responsibilities of the post. It will be reviewed periodically to take
into account changes and developments in service requirements. Any
changes will be discussed fully with the jobholder.
- Carry out all administrative tasks relating to the Customer
Service Centre and any necessary follow-up work in relation to incoming
calls.
- To complete Customer Satisfaction Surveys and all outbound activities in line with team objectives.
- To maintain a comprehensive knowledge of Group departments, services, policies and procedures in relation to the role.
- To have an understanding of the key business priorities and performance indicators throughout Liverpool Housing Trust.
- To represent the Customer Service Centre on groups and forums as
required. To identify ways in which the team and LHT can further
improve performance and service delivery to customers.
- To ensure a clear knowledge and understanding of team objectives
and priorities and how the individual role will contribute to the
achievements.
- To establish, develop and maintain effective working
relationships with all work colleagues to ensure a "one team approach"
to the delivery of the Customer Service Centre's performance standards
and the business objectives.
- Liaise with colleagues in local offices, contractors and other partner agencies as appropriate to resolve enquiries.
- To ensure that customers are advised of alternative communication methods including voicemail and email facilities.
- To follow current procedures when transferring a call to another
member of staff or for specialist advice. Ensuring that team members
are kept up to date with any information received following attendance
at meetings whilst representing the Customer Service Centre.
- To take ownership and responsibility for all enquiries presented
to the Customer Service Centre, identify customer needs, and utilising
appropriate questioning and listening skills to identify and offer
appropriate solutions.
Qualifications and Training required
- Any Degree subject is acceptable, although relevant
qualifications are preferred for some positions, particularly within
medical or technical sales.
- Relevant experience gained in any commercial area involving contact with customers or the general public can be beneficial.
How to Apply
Interested and qualified candidates should send their application and Resume to:
[email protected]
Application Deadline 14th May, 2015.