Customer Services Representative at 3Line

Title: Customer Services Representative | Location: Victoria Island, Lagos | Type: Internship | 3Line

3Line commenced business in 2007 with the primary aim of using technology to make financial services easily available to the financially excluded. We believe this is a basic human right, and 3Line is our platform for achieving this purpose. We focus on four key areas: Electronic Banking, Issuer Processing, Agency Banking and Identity Management, all driven by our Card Scheme.

Summary

  • Serves customers by providing product and service information; resolving product and service problems.

Functions

  • Identify and assess customers’ needs to achieve satisfaction
  • Use the organizational Enterprise System
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/team sales targets and call handling quotas
  • 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
  • Cancel or upgrade accounts
  • Assist with placement of orders, refunds, or exchanges
  • Advise on company information
  • Take payment information and other pertinent information such as addresses and phone numbers
  • Place or cancel orders
  • Answer questions about warranties or terms of sale
  • Act as the company gatekeeper
  • Suggest solutions when a product malfunctions
  • Handle product recalls
  • Attempt to persuade customer to reconsider cancellation
  • Inform customer of deals and promotions
  • Sell products and services
  • Utilize computer technology to handle high call volumes
  • Work with customer service manager to ensure proper customer service is being delivered
  • Close out or open call records.
  • Compile reports on overall customer satisfaction
  • Read from scripts
  • Handle changes in policies or renewals
  • Resolve customer complaints via phone, email, mail or social media.

Requirements

  • High School Diploma, general education degree or equivalent with 1 – 3 years work experience.
  • Ability to stay calm when customers are stressed or upset.
  • Comfortable using computers.
  • Experience working with customer support.
  • Are you a focused service-oriented person with good communication skills both written and verbal.
  • Good organizational and problem solving skills

Application Closing Date
22nd December, 2020.

Method of Application
Interested and qualified candidates should send their CV and Application Letter to: [email protected] using the ” Title” as the subject of the email.