3line Card Management Limited recruitment for a Customer Services Representative

3Line commenced business in 2007 with the primary aim of using technology to make financial services easily available to the financially excluded. We believe this is a basic human right, and 3Line is our platform for achieving this purpose. We focus on four key areas: Electronic Banking, Issuer Processing, Agency Banking and Identity Management, all driven by our Card Scheme.   Job Title: Customer Services Representative Location: Lagos Job Summary

• Responsibilities: Serves customers by providing product and service information; resolving product and service problems.

• Identify and assess customers’ needs to achieve satisfaction
• Use the organizational Enterprise System
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Greet customers warmly and ascertain problem or reason for calling
• Cancel or upgrade accounts
• Assist with placement of orders, refunds, or exchanges
• Advise on company information
• Take payment information and other pertinent information such as addresses and phone numbers
• Place or cancel orders
• Sell products and services
• Utilize computer technology to handle high call volumes
• Work with customer service manager to ensure proper customer service is being delivered
• Close out or open call records.
• Compile reports on overall customer satisfaction
• Read from scripts
• Handle changes in policies or renewals
• Meet personal/team sales targets and call handling quotas
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage customers
• Resolve customer complaints via phone, email, mail or social media
• Use telephones to reach out to customers and verify account information
• Resolve customer complaints via phone, email, mail or social media.
• Answer questions about warranties or terms of sale
• Act as the company gatekeeper
• Suggest solutions when a product malfunctions
• Handle product recalls
• Attempt to persuade customer to reconsider cancellation
• Inform customer of deals and promotions

• High School Diploma, general education degree or equivalent.
• Ability to stay calm when customers are stressed or upset.
• Comfortable using computers.
• Experience working with customer support.
• Are you a focused service oriented person with good communication skills both written and verbal.
• Good organizational and problem solving skills