Customer Services Specialist at BrainShare Technologies

Job Summary:

We are currently seeking an experienced Customer Service Specialist to join our company. The ideal candidate should have a minimum of 2 years of experience in customer services within the telecommunication industry. As a Customer Service Specialist, you will be responsible for maintaining a positive and professional relationship with customers, managing incoming calls, resolving inquiries, and ensuring customer satisfaction.

Main Duties:

• Manage our foreign clients.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Manage a high volume of incoming calls from customers.
• Proactively generate sales leads during customer interactions.
• Respond promptly to customer inquiries via various communication channels such as email, SMS, and phone calls.
• Identify and assess customer needs to ensure customer satisfaction.
• Demonstrate a comprehensive knowledge of our services to answer customer questions accurately and efficiently.
• Process customer orders, forms, applications, and requests accurately.
• Maintain detailed records of customer interactions, transactions, comments, and complaints.
• Collaborate and coordinate with colleagues as necessary to resolve customer issues.
• Provide prompt feedback on the efficiency of the customer service process.
• Manage a team of IT trainees or junior customer support representatives in the Network Operations Center (NOC).
• Ensure customer satisfaction and provide professional customer support at all times.
• Build sustainable relationships and establish trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information using the appropriate methods and tools such as MOWE, Zalpro, and Zoho Desk.
• Liaise with the Technical Team, Engineering, and Account departments to address fault resolutions and customer account reconciliation.
• Handle customer complaints, providing appropriate solutions and alternatives within designated time limits, and following up to ensure resolution.
• Troubleshoot customer issues over the phone and resolve them promptly.
• Maintain records of customer interactions, process customer accounts, and file necessary documents.
• Follow communication procedures, guidelines, and policies.
• Go the extra mile to engage customers and ensure their satisfaction.
• Perform any other tasks assigned by management.

Requirements:

• Degree in English, Mass Communication, Computer Science or related field with minimum of Second Class Upper.
• Minimum of 2 years of experience in customer services within the telecommunication industry.
• Technical and good communication skills.
• Excellent communication skills and ability to maintain a positive and professional attitude.
• Strong problem-solving and decision-making abilities.
• Empathetic and patient mindset to handle customer complaints and provide effective solutions.
• Proficient in using customer service software, CRM systems, and relevant computer applications.
• Ability to work independently as well as collaboratively in a team environment.
• Attention to detail and accuracy in record-keeping and documentation.
• Must reside around Lagos Island, Lekki, Jakande, Ajah, Abraham Adesanya.