Responsibilities:

This position is responsible for the following Service functions of Nigeria Subsidiary;

• Answer calls and handles customer complaints both over the phone and by email.
• Follow up on customer calls where necessary.
• Identify and escalate issues to the supervisor.
• Route calls to appropriate resources.
• Escalate service requests to GDFZE.
• Create service requests for all customer complaints in the system.
• Dispatch service orders, and close service confirmation, service order, and service requests.
• Document all call information according to standard operating procedures.
• Recognize and alert the supervisor on trends in customer calls and produce call reports.
• Enter new and existing customer information into the system.
• Follow up with service engineer on service report sheet and filling of documents in the appropriate file.
• Providing relevant information and data on service calls and complaints.
• Suggest ways that will further improve service operations and customer satisfaction.

Carry out other responsibilities that are assigned.

Skills & Competencies:

• Excellent written and verbal communication skills
• Good proficiency in MS Excel, PowerPoint, and MS Word
• Strong interpersonal skills, ability to relate well to clients, fellow employees, and company management

Academic Qualification

• Minimum OND