Call Centre Attendant/Telemarketer (CCT), Lagos

About Lase Consulting : Our corporate vision is to be one of the top-5 HR Consulting firms in Nigeria by the year 2015. Our daily HR practice is driven by: professionalism, creativity, diligence, innovation, passion for what we do; the youthful energy of our workforce, and our ability to pay attention to the little details that matter to our clients.We are committed to Total Quality Management at every level of our operations, and we continually seek to deliver optimal ROI to our clients. Our HR Consulting Service As HR practitioners, we are majorly concerned with improving employee-productivity through a holistic approach to People Management. Our multi-pronged HR services to clients include: - Recruitment & Staffing;- Employee Management;- Human Capital Development;- HR Audit, etc.

Job Title: Call Centre Attendant/Telemarketer (CCT)
Job Objective:
In line with our promise to all our customers to deliver unparalleled service and after-sales support, our Company has recently acquired state-of-the-art equipment for our new Call Centre in Lagos. Selected Candidates will be expected to drive service excellence by personally responding to customer’s needs and by continuously looking for opportunities to improve our service and support for our customers. This person(s) selected for this role will work closely with the local sales team in all our Branches nationwide, as well as our local technical personnel to ensure we are meeting the needs of our customers.

Candidates for this role must have impeccable communication skills, excellent telephone etiquette, an amiable disposition and a passion for what they do. Our ideal candidate must also be a good salesperson who is capable of taking orders and closing deals on the telephone.

Department/Division/Unit: Sales

Reports To: Customer Care Manager

Duties & Responsibilities:

Selected Candidates for this role will be expected to:

• Customer Satisfaction
• Develop rapport with the customer base, be responsive and timely with correspondence and problem resolution, and display a caring attitude.
• Undertake an agreed % of customer surveys each month in order to establish satisfaction levels
• Follow the Code of Business Conduct, Company’s Customer Service Policy, and maintain ethical behaviour at all times.
• Keep informed about the Company’s line of products and services, in order to give appropriate and relevant information to the customers.
• Complaints/Enquiries Resolution
• Effectively manage customer complaints and resolve them without the need for further escalation
• Maintain the confidentiality of all customer information obtained in the course of work.

Presentation of Periodic Report
o Produce periodic report detailing: customer feedback, complaints, root cause analysis of customer issues, root cause analysis of positive feedback, recommendations for improvements, trend analysis and forecasts Sales
o Generate a database of prospects.
o Convincingly market the Company’s products and be adept at closing deals on the telephone
o Ensure that all orders/complaints/enquiries received via the Call Centre are promptly forwarded to the appropriate department(s) for follow-up
Continuous Improvement
o Offer suggestions/recommendations on ways in which service could further be improved, based on interaction with Customers
o Seek means of professional and career self-improvement through trainings, seminars, courses, etc.
Competencies:
Key Performance Indicators: Attention to details; Teamwork; Professionalism; Managing performance; Planning and organizing; Judgment/Decision-making; Communications Skill;
Telephone Etiquette; Percent (%) of escalations; Customer satisfaction level; Prompt submission of reports; Number of leads generated; Number of sales made; Amount of enquiries/complaints resolved

Job Specification:
Education Qualification:
First Degree in any field

Experience: Any

Forward applications for this role to: brmrecruitment@laseconsulting.com