Customer Service Executive at Smash Group

Smash Group is a combination of almost a decade of visionary leadership, hard work and dedication from many experienced and committed men and women, aligned in the purpose-driven goal to make our world better through initiative means.

Today, we are proud to be heavily invested in major sectors of the country’s economy through our subsidiaries which are essential to the Nigerian market. Our subsidiaries include SmashInvest, SmashProperty, SmashLogistics, SmashCredit, SmashRides, SmashTransport and SmashFood.

We are recruiting to fill the position below:

Job Title: Customer Service Executive

Location: Lagos

Job Description

Customer Service Executives are often client’s primary point of contact with a company at such, they are charged with creating a lasting good impression of the company in clients’ minds, be it existing or new.
Our ideal candidates MUST be self-motivated, solution-driven and have customers’ satisfaction at heart

Responsibilities

Coordinate the Customer Service team to ensure sales, customer satisfactions and target meeting.
Act as a liaison officer between the company and the client, communicating and coordinating sales and customers
Manage large amounts of incoming phone calls
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information, answer questions and inquiries about the company’s product/services, and resolve any emerging problems that customers’ accounts might face with accuracy and efficiency.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Identifying and assessing customer needs to achieve satisfaction.
Develop a written guide to best practices, creating training agendas for staffers and taking the lead in communicating service expectations within the company.
Keep records of customer interactions, process customer accounts and file documents
Generate sales leads that develop into new customers using digital marketing tools
Meet personal / customer service team sales targets and call handling quotas
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers
Ensure excellent service standards and maintain high customer satisfaction.

Requirements

A Degree in a Communication, Management or related fields
1-3 years experience in Call center or Client / Customer Service roles. Experience at an investment company is an added advantage
Track record of over-achieving quota
Strong phone contact handling skills and active listening
Familiarity with CRM systems and practices
Customer orientation and ability to adapt/respond to different types of characters
Ability to multi-task, prioritize, and manage time effectively
Excellent communication and presentation skills
Proficiency in Microsoft Office Suite
Experience in mediation and conflict resolution techniques
Data analysis skills.