Vacancy: Contact Centre Professionals

  SmartSMSSolutions 13 April 2015

The Contact Centre unit is part the Customer Service Department headed by the Chief Customer Officer (CCO). Contact Centre has the mandate of handling all the requests made by clients in a timely and efficient manner. The centre as a whole has standardized goals to achieve as well as each agent. The Contact Centre Professional is responsible for ensuring that the clients who initiate contact with the contact centre receives a satisfactory level of service with their requests, questions and concerns.
The position collaborates with the following department to achieve the set goals: Telemarketing, Sales, Application Development, Routing/Termination and Strategic Planning.

Essential Job Functions

Take calls from/chat with clients, listening to their requests and queries
Develop a real rapport with customers to gain their trust and confidence and to get a clear picture of their
individual needs
Answer simple queries swiftly and politely
For more complex queries, ask further questions to help gather more information about each customer’s exact needs
Guide customers through the various mobile marketing products and services we provide
Ensure that the correct action is taken to meet that clients’ mobile marketing needs and preferences
Escalate issues when and where necessary
Determine requirements by working with customers
Answer inquiries by clarifying desired information; researching, locating, and providing information.
Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
Fulfill requests by clarifying desired information; completing transactions; forwarding requests.
Sell additional services by recognizing opportunities to up-sell or cross-sell product and services; explaining new features.
Maintain call centre database by entering information.
Keep equipment operational by following established procedures; reporting malfunctions.
Update job knowledge by participating in educational opportunities both in-house and off-site
Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Maintain stipulated call centre KPI

Success Criteria

The Contact Centre Professional is measured regularly against the standard Contact Centre KPIs. Success criteria include:
Meeting and exceeding client expectation assessed through regular client feedbackFirst contact resolution percentage
High call quality as measured against the company standards
The Primary criteria for success is the ability to achieve an average of ninety percent rating in customer satisfaction at the end of each month.

Skills and Knowledge

Must be able to talk, think and type at the same time
Must be able to pay attention to details
Must be able to touch-type and attain a minimum of 40 words per minute
Must be proficient in use of computer especially MS office package
Must have good command of English Language
Dynamic and enthusiastic person with good written and verbal communication skills
Persuasion and Influencing skills, strong negotiating skills
Good work organization, time management skills and ability to work under pressure
Ability to work quickly, methodically and accurately
Sound interpersonal skills

• Ability to work as part of a team

· Self-motivated, delivers quality work and is proactive
· Result driven as this is a high-performance, output environment

• Ability to work to targets

· Ability to self-manage and self-motivate- must be a self-starter and work with minimal supervision.

Qualifications/ Requirements

• Minimum of OND qualification
• Minimum of 2 years call centre experience

How to Apply

Interested applicants for this position MUST follow the following instructions, or the application will not be considered:
Send a cover letter and resume as one document to hr.contact@his.ng
The document should be submitted as an attachment in PDF or MS Word format
Contact Centre Professionals should be used as the subject line of the email
Submit one application
Only electronic applications will be accepted