Customer Service Representative

Job title : Customer Service Representative

Job Mission

• Responsible for front desk reception and call center work in the after-sales service center of the 3C (computer, communication, consumer electronics) factory in Ogun.
• Answer customer calls, handle in-store repairs and inquiries, accurately input and dispatch work orders; Follow up on the repair progress and carry out customer follow-up visits; Maintain customer relationships and improve customer experience and satisfaction.
• Core skills required: proficient computer operation, fast English typing (typing while on the phone).

Core Work Content

• Customer service: answer calls/receive customers who come to the store, using standard service language; Verify the purchase certificate, register the customer and product information (name, contact information, model, fault phenomenon, etc.); Provide basic troubleshooting guidance (such as restarting, charging, etc.); Enter and assign orders in the CRM/work order system in a timely manner.
• Work order and progress management: Real-time tracking of the status of repair work orders, and prompt completion by repair personnel; Handle inquiries about the progress of the case, proactively provide feedback, and soothe the customer's emotions; Collect abnormal situations and report them to the supervisor; Organize and archive service records.
• Customer relationship maintenance: carry out customer follow-up, collect feedback; Identify VIP customers and deliver value-added service information within the scope of compliance; Assist in handling complaints, soothe emotions, and report the closed-loop.
• Data statistics and entry: daily statistics of the number of calls received, the number of tasks assigned, and the completion rate of follow-up calls; Summarize frequently asked questions and suggestions; Typing speed requirement: English 35-45 WPM or above, able to handle high-intensity typing while talking on the phone.

Main work authority:

• Operating rights: Enter, query, and update customer information and service records in the CRM system; Urge the maintenance personnel to provide feedback on the progress; Provide basic troubleshooting guidance and progress inquiries within the scope of authorization.
• Recommendation right: the right to make reasonable suggestions for the optimization of the service process; You have the right to evaluate and provide feedback on the service quality of maintenance personnel.

Qualification / Requirements

• Education and profession: Hhigh School / Secondary School (SSCE) or above, profession is not limited; OND/HND is preferred.
• Experience requirements: 1 year or more of front desk reception or call center seat experience; Experience in after-sales service in the 3C/home appliance industry is preferred; Preference will be given to those who have successfully handled complaints.

Skill requirements:

• Skilled in operating Windows computers and Word/Excel;
• Fast typing speed (more than 35-45 WPM in English, tested on-site during the interview), can type while talking on the phone;
• Clear spoken English, understand Nigerian Pidgin English, good communication and expression ability;
• Skilled in using online customer service channels such as WhatsApp, email, and online forms;
• Have the ability to withstand pressure, service consciousness, and teamwork spirit.
• Language requirements: fluent in English (reading, writing, speaking, listening); Bonus points will be given to those who can input basic pinyin/Chinese characters.
• Preference: Preference will be given to those who live in Ogun State or Lagos and can commute, and have a good appearance.

Working conditions:

• Work environment: indoor office, equipped with telephone.
• Working hours: 6 days on, 1 day off
• Labor intensity: medium; Long-term computer operation and phone calls require continuous typing.