Wednesday, February 21, 2018

Call Center Agent in Ikeja Electric


Call Center Agent
Reporting To: Customer Service Supervisor
2018-02-19 09:10:59
Role Purpose

Responsible for receiving audio  complaints from various sources such as consumers, the CEO-  IE, Consumer Protection Council (CPC), NERC, Independence Corrupt   Practices (ICPC), IKEJA forum of NERC etc.

Responsibilities

    Obtains client information by answering telephone calls; interviewing clients; verifying information.
    Respond to billing inquiries and handle customers' high bill complaints.
    Provide information about company programs, products and services.
    Report electric emergencies and outages.
    Provide data to customers requesting new services and/or construction and channel to appropriate office.
    Seek resolution of customer complaints.
    Respond to utility commission and agency inquiries.
    Updating customers' account.
    To take telephone calls on behalf of IE in order to fulfill customer requirements.
    To know the most up to date information on all product and services of IE and be able to help customers in a quick and friendly fashion.
    Maintains communication equipment by reporting problems.
    Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
    Assist in Carry out any other duties as requested by Head customer Service and Head of Department.

Minimum qualifications

    This role requires a first degree or its equivalent diploma qualification.
    Requires between 2-3 years relevant work experience with advanced/ extensive knowledge and mastery of relevant theories, principles and complex techniques gained through broad experience or special development.


Technical Competencies

    Possesses current knowledge of profession.
    Knowledge of the business
    Good customer service management
    Good Phone Skills.
    Good Analytical skills.
    Commitment to Task.


Behavioral Competencies

    Ability to work under pressure and multi task effectively.
    Good Verbal communication & interpersonal Skills.
    Attention to Detail.
    Persuasive.
    Good customer Service
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