This job role manages the day-to-day running of the call center to ensure customer complaints and enquiries are optimally resolved thereby contributing to overall business objectives and compliance with regulatory requirements.
Responds to customer inquiries, requests, complaints and provides up to date information on IBEDC service/products via Call Center lines.
Escalate customer complaints and requests where required.
Log all calls on CRM for easy call tracking.
Manage and update customer information on CRM databases.
Prepares periodic and ad-hoc reports to relevant stakeholders.
Liaises with relevant departments to ensure early resolution of customer enquiries and complaints.
Ensures a standard welcome greeting and a farewell greeting.
Ensure positive feedback from customers based on call center interactions.
Carry out other sundry assignments that may be assigned by the Team Lead Call Center.
A Bachelor’s Degree in any field.
A professional certificate in relevant field.
At least 0-3 years cognate experience in customer services or marketing of products and call centre.