Technical Customer Service Officer Job at Cydene Energy

Cydene Energy - We deliver quality engineering services that support our clients’ oil field operations ranging from Provision of Oilfield Field Equipment, Wellhead Maintenance Services, Materials, Consumables, Pipeline Rehabilitation and Services, Sandblasting and Painting, Operation and Maintenance, Supply of Technical Manpower, Fleet Management, and Project Management Services.

We are recruiting to fill the position below:

Job Position: Technical Customer Service Officer

Job Location: Lagos
Employment Type: Full-time

Responsibilities
Strategic:

• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Turn prospective Clients to actual Clients
• Enhance the First Call Resolution
• Identify new tools and technologies to better serve the customer
• Drive better sales through service.

Operational:

• Keep Accurate records and Document Customer Service actions and Discussions
• Analyze Statistics and Compile Accurate Reports
• Keep ahead of Industry’s developments and apply best practices to areas of improvement
• Control Resources and utilize assets to achieve qualitative and quantitative targets
• Work Effectively with all peers to negotiate and influence customer improvements
• Organize Training sessions for client representatives in order to enhance product knowledge.
• Manage Company / Customer’s contact list system.

Key Performance Indicators

• Increased response time to resolve complaints
• Maintain 100% of customer base.
• Quality of Customer Feedback
• Average Response & Resolution time of customers complaints
• Increased number of acquired reviews
• Improved Customer retention Rate.

Person Specification

• B.Sc Degree in Computer Science or a related field
• At least 3 years of experience
• Proven Experience in providing customer service support
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Able to use these relationships to deliver service improvements
• Proven Experience in providing customer service support
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Customer service orientation
• Tech savvy and ability to resolve first line issues to customers
• Able to use these relationships to deliver service improvements.

Requirements:

• We need someone who has experience handling phone/email support in a call center environment.
• We need someone that is flexible with timing.
• Must be available at least 1 day of the weekend.
• Must be Tech savvy.