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iPay is searching for a suitably qualified candidate to fill in the position of Customer Service Representative.
Responsibilities:
- Answer inbound calls in a more professional manner and provide information about products and services or resolve issues on first contact (FCR)
- Identify and assess customers’ needs and provide a solution to delight them
- Responsible for assisting customers to process their orders or cancel and capture details in the ticketing system/CRM
- Process orders, applications, and forms
- Handle complaints, provide appropriate solutions and alternatives in a timely manner
- Follow up on customers and their complaints; ensuring that customers’ requests are addressed accordingly
- Resolve customer complaints via phone, email, live chat, or social media
- Keep records of interactions and transactions of customers, keeping records of details of customers’ complaints, inquiries, and comments in the ticketing system/CRM
- Build sustainable relationships of trust through open and interactive communication
- Make outbound calls and close others or deals when needs be
- Identify tasks critical to keeping customer satisfaction levels in check
- Achieve all your KPIs and targets assigned within the month/quarter
- Ensure maximized productivity and minimized costs
- Network with various departments and groups that are involved in customer support, orders, delivery, and processing
- Render administrative support to other customer care team members when the need arises, or as instructed
- Assist in coaching and developing new hires during buddying/nesting
- Encourage and motivate team members for the continuance of quality service delivery
- Any other task assigned by your immediate supervisor
Qualifications:
- Minimum of a First Degree in any related field
- Must be self?motivated and able to prioritize between assignments.
- Must have strong telephone etiquette
How To Apply