Call Centre Agent at Ikeja Electricity Distribution Company (IKEDC)

Ikeja Electricity Distribution Company (IKEDC)

Job Description / Responsibility

Responsible for receiving and responding to complaints received via the following medium: Phone Calls, Email, Social Media platforms (Facebook, Twitter) and Live-chat, handle the outbound telephony operations as well as ensuring that complaints are handled in a professional and courteous manner

Manage all inbound or outbound customer conversations seamlessly on all channels voice, email, live chat, and social media- to authenticate customer information, validate customer details, inform customers of impending technician visits, collate customer availability status and update same on the relationship management tool.

Effectively and professionally manage customer expectations at all levels by resolving most calls on the first contact or refer them to the correct department/unit for possible resolution.

Effectively upsell self-service options to enhance customer satisfaction and delight

Responding efficiently and accurately to customers, explaining possible solutions, and

ensuring that customers feel supported and valued.

Actively taking advantage of the instant feedback mechanism on the established social media platforms to engage customers with a view to the resolution of complaints.

Maximize resources by troubleshooting customers’ complaints in a bid to provide accurate, valid and complete information to customers.

Sound Email etiquette is needed to understand customer’s expectations, streamline communication and make the information being sent out clear and concise.

Effectively listen to customers to better understand their grievances, paraphrase, summarize and document all interactions using specified platforms accurately.

Drive improved presence and build customer loyalty by providing good service at all times.

Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.

Assist in carrying out any other duties as requested by Head Customer Service and Head of Department.

Educational Requirements

    First Degree in Art, Sciences and any other Social Science course

Experience Requirements

    At least 1-2 years relevant work experience with call center (Inbound & Outbound), Live chat, social media and email management system

Additional Job Requirements

    Ability to write emails in a clear, concise and professional manner

    Good telephone handling skill

    Ability to verbally communicate in simple and clear terms

    Social Media Savvy

    Excellent knowledge of Facebook, Twitter, Instagram and other chat platforms’ best practices

    Good customer service management skills

    Good Analytical skills

    Excellent use of diction

    Proficiency in Microsoft Office suites

    Behavioral Competencies:

    Ability to work under pressure and multi-task effectively

    Good interpersonal Skills

    Attention to Detail

    Good team player

    Commitment to Task

    Adaptability and accountability

Company Information
Ikeja Electricity Distribution Company (IKEDC) Address : Obafemi Awolowo Way, Alausa, Ikeja, Lagos , Lagos , Nigeria Web : Website

Job Summary

Ikeja Electricity Distribution Company (IKEDC)
  • Category : Customer Service
  • Posted on : 10 Sep 2021
  • Job Type : Full Time
  • No. of Vacancies : 1
  • Employer : Ikeja Electricity Distribution Company (IKEDC)
  • Experience : 0
  • Salary : Negotiable
  • Location : Lagos
  • Application Deadline : 21 Sep 2021

Read this before applying

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Interested and qualified candidates should click apply on the company's website to apply

Job Source:

Print at: 21 Sep, 2021 02:27 am

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