MacTay Consulting
MacTay Consulting, a pioneering and leading management consulting firm in Nigeria, has been providing HR services to clients across Africa since 1982. We specialize in delivering customized solutions that enhance our clients’ businesses, with a proven track record of excellence.
We are currently recruiting for the following position:
Job Position: Customer Service Officer (Call Center)
Job Location: Lagos
Employment Type: Full-time
Job Brief
As a Customer Service Officer (Call Center), you will be responsible for delivering exceptional customer service to our subscribers. This involves answering inquiries, resolving complaints, providing product information, and assisting with account management via phone calls, emails, or live chat. You will also ensure adherence to company standards and achieve performance metrics such as call resolution rates and customer satisfaction levels.
Responsibilities
- Answer customer calls regarding billing issues, service inquiries, product information, account updates, and complaints.
- Identify the root cause of customer problems, provide solutions, and ensure timely resolution within company guidelines.
- Actively offer relevant organization products and services to customers based on their needs and current plans.
- Accurately document customer interactions, including details of inquiries, complaints, and resolutions in the CRM system.
- Maintain high levels of customer service by meeting established quality metrics like call handling time, first contact resolution, and customer satisfaction.
- Keep up to date with the latest company products, services, policies, and system updates to provide accurate information to customers.
Requirements and Skills
- Bachelor’s Degree in any field of study.
- 0 – 1 year of working experience.
- Excellent communication and interpersonal skills.
- Strong listening and problem-solving abilities.
- The ideal candidate must have completed NYSC.
- Knowledge of customer service principles and practices.
This vacancy offers an exciting opportunity for individuals seeking a challenging role in customer service within a dynamic and reputable organization.
