Customer Service Representative

Lagos, Nigeria
Contracted
Entry Level
Work Mode: Hybrid
Salary: Basic - 70k, KPI - (20-100K)

Main Job Description of Inbound Team Agent
1. Customer Support via Inbound Channel
  • Respond to customer inquiries through call platforms.
  • Provide information about products, services, policies, and procedures.
  • Assist customers with orders, payments, or account issues.
2. Problem Resolution
  • Identify customer problems and provide solutions.
  • Troubleshoot technical or service issues.
  • Escalate complex cases to supervisors or specialized teams when necessary.
3. Multitasking
  • Handle call conversations effectively.
  • Navigate different systems (CRM, knowledge base, order system) while on call.
4. Documentation
  • Record customer interactions in the system.
  • Update customer records and case notes accurately.
5. Customer Experience
  • Maintain a professional, polite, and friendly tone.
  • Ensure quick response time and high satisfaction levels.
  • Follow company communication guidelines and scripts.
6. Product/Service Knowledge
  • Stay updated on company products, promotions, and policies.
  • Use internal knowledge bases to provide accurate answers.
7. Performance Targets
  • Meet KPIs such as:
    • Average handling time
    • Customer satisfaction (CSAT)
    • Resolution time
    • Average talk time.
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