Customer Service Jobs at MasterMindsHRSG Management Consulting

MasterMindsHRSG Management Consulting, is urgently recruiting to fill this position in a clients firm:


Job Title: Customer Service Officer
Location: Lagos
Summary

• Incumbent will provide product and service information to existing and prospective customers; resolving product and service problems.

• Attract potential customers by answering product and service questions; suggesting information about other products and services
• Open customer accounts by recording account information
• Maintain customer records by updating account information.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

• 2-3 Years' experience in a CRM role.
• M.Sc will be added advantage.
• Must be resident around Lekki axis.
• Must be a Female.
• B.Sc/ HND in any discipline.
• Certified member of a recognized CRM body.

• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information , Multi-tasking.

• Incumbent shall be responsible for overseeing the customer service and recovery departments and ensuring the company delivers the highest level of customer service possible. Supervises, trains, coaches, and mentors employees.

• Investigate customer's problems and find solutions.
• Communicate with customers via phone, email, or letter.
• Hire, train, and terminate customer service officers (CSO).
• Provide scripts to read from during phone calls.
• Handle major incidents that cannot be resolved by CSO’s.
• Resolve complaints and order issues.
• Ask customers to provide feedback on CSO’s and customer service experience.
• Keep abreast of new company products and services.
• Issue refunds to customers.
• Analyze data and statistics.
• Compile and print reports on overall customer satisfaction.
• Isolate and identify areas of improvement.
• Train agents on how to adequately address problem over the phone or how to write correspondence.
• Work with management on customer service initiatives.
• Utilize social media to respond to customer complaints and praise.

• This unit is responsible for tracking the milestone payment of client to ensure client do no default in their payments. Incumbent will also oversee the recovery of outstanding (over-due payments from clients).
• The incumbent shall be assisted by a Customer Service Officer and a Remedial Officer in the discharge of work duties.

• 5-7 Year's experience in a CRM role
• B.Sc/ HND in any discipline
• Certified member of a recognized CRM body
• M.Sc will be added advantage
• Adequate Knowledge of the real estate industry
• Must be resident around Lekki axis.
• Must be a Female.

• Multi-tasking
• Observations skill
• Communication skill
• Proactive
• Goal getter
• MS Office skills

• Incumbent shall be responsible for tracking the milestone payment of client to ensure client do no default in their payments and also ensure the recovery of outstanding or over-due payments from clients.

• Proficient in formulating effective debt recovery mechanisms for ensuring timely receipt of money from customers; taking legal actions for handling critical recovery cases or suing defaulters.
• Reviewing accounts & portfolio to control recovery operations for delinquent customer and handling high value fraud cases / defaulters / insolvent clients & initiating appropriate legal actions.
• Managing legal recovery actions
• Formulating effective debt collection mechanisms for ensuring timely receipt of money from clients & recovery of bad debts.
• Experience in handling key accounts, maintaining healthy relationships with clients & achieving customer satisfaction.
• Expertise in identifying & networking with prospective clients & maintaining healthy business relations.
• An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving & organizational abilities.

• 2-3 Years’ experience in a credit/loan recovery role
• Adequate knowledge of the Real Estate Industry
• B.Sc/ HND in Accounting, Finance, Mathematics or Statistics.
• Member of a recognized professional body such as ICAN
• MSc will be added advantage
• Must be resident around lekki axis
• Female

• Audit, Financial Skills, Customer Service, Thoroughness, Confidentiality, Analyzing Information , Decision Making, Verbal Communication, Professionalism, Quality Focus.