Customer Service Representative

Job Summary

As a Customer Service Representative for our Digital Business, you will play a pivotal role as the front-line interface between the company and its digital customers. Your primary responsibility will be to ensure a seamless and positive customer experience by handling inbound calls, emails, and engaging with customers through various channels. Additionally, you will proactively manage drop-offs, initiate surveys for feedback, resolve queries, and contribute to maintaining high customer satisfaction ratings.

Job Details

Job Responsibilities:

i. Inbound & Emails:

• Receive and handle incoming calls from digital business customers.
• Respond to digital business-related emails promptly and efficiently.

ii. Outbound - Drop-off Management:

• Engage with customers who have dropped off during interactions.
• Utilize calls, SMS, or chats to assist and convert potential drop-offs.

iii. Survey and Feedback Management:

• Reach a minimum of 70% of digital business customers monthly for feedback.
• Initiate surveys via Xcally SMS/Email and calls to gather customer insights.

iv. Call Back Dropped Calls:

• Attend to auto-initiated callback requests as assigned by the system.
• Fulfill callback requests promptly.

v. Abandoned Call Management:

• Review abandoned calls and initiate call-backs to customers who waited long in the queue or called multiple times without success, utilizing the auto-dialer.

vi. First Contact Resolution:

• Resolve all queries, email, and chat issues daily.
• Provide feedback to customers to ensure 100% resolution of open queries.

vii. Customer Rating:

• Strive to satisfy customers and maintain an average rating of 85%.
• Deliver excellence in service delivery consistently.

Requirements

Job Requirements:

• Minimum of a Bachelor's degree.
• Fresh graduates who have completed their NYSC program are encouraged to apply.
• Previous customer service experience is a plus.
• Familiarity with digital business processes and platforms.
• Proficiency in using customer service software and tools.
• Willingness to work in shifts, including weekends and holidays.
• Ability to adapt to new technologies and processes quickly

Person Specification:

• Excellent verbal and written communication skills.
• Strong interpersonal skills and the ability to empathize with customers.
• Problem-solving and critical-thinking abilities.
• Ability to work in a fast-paced and dynamic environment.
• Detail-oriented with strong organizational and multitasking skills.

Benefits

At Credit Direct Limited, we value our employees and strive to provide a comprehensive benefits package that recognizes their contributions and supports their well-being. As part of our commitment to a positive work environment, we offer the following benefits:

Competitive Salary: We offer a competitive salary structure that is commensurate with industry standards and recognizes the skills and experience of our employees.

Quarterly Performance Pay: We recognize and reward exceptional performance. Our quarterly performance pay program allows employees to earn additional compensation based on their individual and team achievements.

Transport Subsidy: We understand the importance of accessible transportation for our employees. To assist with commuting expenses, we provide a transport subsidy to help alleviate the financial burden associated with travel to and from work.

Staff Bus: We offer a convenient and reliable staff bus service for eligible employees, ensuring a comfortable and stress-free commute to the workplace.

Hybrid Work: We believe in providing flexibility and work-life balance. Our hybrid work policy allows eligible employees to work remotely for a certain number of days per week, promoting a healthy work-life integration.

13th Month Salary: As an additional financial benefit, we provide a 13th-month salary to our employees. This extra payment, usually received at the end of the year, serves as a bonus and acknowledges their dedication and commitment throughout the year.

Leave Allowance: We recognize the importance of taking time off for rest and relaxation. In addition to annual leave entitlement, we provide a leave allowance to eligible employees, offering financial support during their vacation time.

Profit Sharing: We believe in sharing our success with our employees. Through our profit-sharing program, eligible employees have the opportunity to receive a share of the company's profits, providing an additional incentive for their dedication and hard work.

These benefits are designed to support our employees' financial well-being, work-life balance, and professional growth. We continuously review and enhance our benefits package to ensure that it remains competitive and aligned with the needs and preferences of our valued employees.

About Company

Credit Direct Finance Company Limited

https://creditdirect.seamlesshiring.com

Credit Direct is the Fintech arm of the FCMB Group.