Customer Service Representative

Human-Aware Real-Time Solutions Ltd is a provider of cutting edge technology solutions for businesses and non-profits. We help businesses maximize their technological resources for optimal productivity by creating well built IT solutions.

We are recruiting to fill the position below:

Job Position: Customer Service Representative
Job Location: Lagos
Job Description

• This is a fast-paced, structured environment and requires the ability to multi-task while delivering high levels of customer service.
• You will be required to professionally and enthusiastically answer and route calls, greet visitors, and utilize an on-line knowledge base to answer questions via phone, email and online chat.

Basic Responsibilities

• Answer questions and address customer complaints
• Answer all incoming calls and redirect them or keep messages
• Receives inquiries from and/or contacts the organization’s branch/regional offices to resolve a variety of issues.
• Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports
• Performs assigned system maintenance to various electronic order files.
• Secure potential customers by answering product and service questions
• Resolves 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.
• Initiates required action for response to customer service request including the maintenance of customer payments and  communicates unresolved issues to the appropriate personnel.
• Participates and provides expertise as a member of the customer service’s departmental team.
• Contributes to the development and maintenance of standards, policies and procedures regarding customer service.
• Regularly provides feedback on the soundness and effectiveness of the customer service department’s policies and procedures.
• Facilitates the collection of competitive information in order to monitor business trends and opportunities.
• Adheres to all corporate policies, guidelines and statutory requirements and recommends to senior management adoption and/or changes to policies and guidelines to reflect circumstances within the customer service area.

Required Skills

• A minimum of OND in any course.
• Knowledge of Microsoft office applications, MS Excel, Power Point and MS Word.
• Telecommunication or customer care representative experience.
• Excellent and fluent in both written and spoken English.
• Should reside within or close to Yaba for ease of commute.
• Professional qualifications from the recognized professional boards, will be added advantage.
• At least 6 months working experience in a similar field.
• Strong verbal, written and listening skills.
• Strong problem solving skills.
• Able to work independently and as a team (must be very sociable).
• Punctual and attentive to detail.
• Able to remain calm in all situations.