Inbound Agent Job at IBM Nigeria

[Jobrib]

Job Title: Inbound Agents – Uganda

Job ID: GPSD-0472589

Locations: Lagos, Nigeria

Company: IBM Nigeria

Job area: IT & Telecommunications (non consulting)

Business unit: CRMSolns&Del      

Job role: General Personal Service Specialist

Job description:

• Handle incoming calls and offer solutions to customer queries in a satisfactory manner maintaining the standard of quantity and quality of customer communications.

• Exercise empathy, patience and professionalism at all times in responding to customers regardless of the issue or customer's demeanor and must successfully handle difficult or sensitive issues with customers.

• Develop comprehensive knowledge of company products by researching and revising material on product information and product changes. Educate and advise customers on all aspects of products and services to enhance customer satisfaction.

• Receive and process customer requests accurately using the computer systems in accordance with the revenue assurance guidelines.

• Use appropriate customer service systems, processes and procedures to resolve customer issues accurately and promptly at every point of contact

• Logging of customer queries and call classifications to assist in follow up and evaluation of customer complaint data for trends and preparation of reports

• Perform any other relevant duties that may be assigned from time to time.

Required:                                 

•   High School Diploma/GED

•   At least 6 months experience in Excellent Organisational and planning skills

•   At least 6 months experience in Good verbal and written skills and the ability to communicate with customers and staff at all levels

•   At least 6 months experience in Time-management skills

•   At least 6 months experience in Administration skills

•   At least 6 months experience in Decision making

•   English: Fluent                           

Preferred:                                 

•   Bachelor's Degree

•   At least 1 year experience in Excellent Organisational and planning skills

•   At least 1 year experience in Good verbal and written skills and the ability to communicate with customers and staff at all levels

•   At least 1 year experience in Time-management skills

•   At least 1 year experience in Administration skills

•   At least 1 year experience in Decision making               

Additional information:

•   Fluency in LUGANDA is a must.

•   Knowledge of Runyakitara, Swahili, Luo, Iteso languages are preferred.                                 

Inbound Agent Job