Receives customers requests by telephone or mail, analyses requests, provides information requested or ascertains who best can provide the information and routes the request to the proper person.
Responding politely and courteously to the buckets of Customer inquiries via email or cell phone and making sure that any problems they have is resolved.
Obtains and examines all relevant information to assess validity of complaints and to determine possible remedy.
Analyse transactions, correct records and adjusts errors
Handles high volume of email (60-100l per day and dozens of phone call a day
Reports serious complaints to the supervisor for guidance and assistance
Coordinates with supervisor in handling important clients complaints
Refer unresolved customer grievances to designated for further investigation
Identifies the fraudulent refund complaints of Customer and reporting to the concerned department
Passes information between customer and buyer answer questions and resolves client disputes.
Minimum of HND/B.Sc. in Management courses or any related discipline.
Must have a minimum of 1-2 years workping experience in Customer Service Management
Good decision making skills.
Must be a good listener.