Customer Service / Social Media Manager at Rich-Oak

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Rich-Oak is a fast-growing investment, micro-lending and cooperative organisation dedicated to providing financial solutions to all classes of Nigerians. We have a vision of making two-third of Nigeria`s population financially free.

We are recruiting to fill the position below:

Job Position: Customer Service / Social Media Manager

Job Location: Abuja (FCT)
Employment Type: Full-time

Job Functions

  • Maintain customer accounts
  • Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Prepare and recommend potential products or services to management by collecting customer information and analyzing customer needs
  • Contribute to team effort by accomplishing related results as needed
  • Manage large amounts of incoming calls
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication with customers
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Go the extra mile to engage customers
  • Resolve customer complaints via phone, email, mail or social media
  • Use telephones to reach out to customers and verify account information
  • Greet customers warmly and ascertain problem or reason for calling
  • Ensure customer retention
  • Inform customer of deals and promotions
  • Sell products and services
  • Utilize computer technology to handle high call volumes
  • Close out or open call records
  • Compile reports on overall customer satisfaction
  • Handle changes in policies or renewals
  • Resolve customer complaints via phone, email, mail or social media
  • Create and upload content on social media platforms
  • Manage social media accounts

Requirements

  • A bachelor’s degree or HND with 2-5 years work experience.
  • Proven customer support experience
  • Track record of over-achieving quota
  • Strong phone contact handling skills and active listening
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize and manage time effectively

Customer Service Representative Top Skills & Proficiencies:

  • Proficient in the use of oral and written English
  • Quality Focus
  • Market Knowledge
  • Documentation Skills
  • Listening Skills
  • Phone Skills
  • Resolving Conflict
  • Multitask
  • Patience
  • Friendly
  • Negotiation
  • Positive Attitude
  • Attention to Detail
  • People-Oriented
  • Analysis
  • Problem Solving
  • Organizational Skills
  • Adaptability
  • Ability to Work Under Pressure
  • Computer Skills

Method of Application
Interested and qualified candidates should send their Applications to: careers@rich-oak.com using the Job Title as the subject of the email.

Closing Date: 19th December, 2020