Contact Center Agent Job at Innovectives LLC, 2019

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Innovectives LLC is Africa’s leading financial technology companies with presence in 19 African countries. We envision a future where the transfer of ‘value’ is simple, convenient, instant, secure and global, irrespective of boundaries, channels or status by providing user-friendly and affordable payment solutions. We are recruiting to fill the position below: Job Title: Contact Center Agent Location: Lagos Job Description

• Telesales marketing resulting in conversion of new prospects, Cross selling and Upselling
• Customer follow up and relationship management
• Root Cause analysis on Complaints
• Champion all voice of customer efforts including surveys and uniting a company-wide approach, and optimizing for “listening” pipe opportunities via web, social medial, field, etc.
• Providing daily, weekly and monthly reports on all Customer Feedback
• Developing, implementing and enforcing strategic policies that ensure quality service delivery and excellent customer experience
• Handling Customer Feedback Management within the Organization
• Efficient Capturing of Customer Feedback Ensuring adherence to the Case Resolution Process by Respective teams and staff handling Customer Feedback.
• Monitoring and Managing Response and resolution times for Customer Feedback.
• Reviewing, analysing and managing organization’s case resolution processes periodically
• Drive Rapid Response and Service Recovery On customer complaints and of Dissatisfied Customers
• Receipt, and accurate escalation of complex Customer Complaints.
• Analysis of customer data with the aim of formulating customer-oriented policies.
• Recommend potential products or services to management by collecting customer information and analysing customer needs

Qualifications

• 1 -3 years’ Cognate Experience in a Call Center Role/ Customer Service Role
• Must have strong knowledge of data analysis, data management and business intelligence reporting using excel
• You must be skilled at analysing customer feedback metrics and handling displeased customers.
• Strong knowledge and application of Customer Service principles
• Good knowledge of Customer Relationship Management Applications (CRM)

Deadline: 11th October, 2019. How to Apply Interested and qualified candidates should send their CV to: [email protected]  clearly indicating the "Job Title" as subject of your mail.

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