Customer Service Representatives
Mark Gray Industries is a global supplier of specialty chemicals for plastics, adhesives, paints and coatings, rubber and ceramic industries.
Summary: Using a computerized system, responds to customer inquiries in a call center environment.
Duties and Responsibilities:

  • Directs and/or manages all activities associated with Call Center operations, including developing and implementing policies and procedures on systems.
  • Gathers information, researches/resolves inquiries and logs customer calls.
  • Establishes and implements performance and service standards.
  • Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations.
  • Provides functional guidance, training and assistance to lower level staff.
  • Ensures productivity meets or exceeds service and quality standards.
  • Develops departmental budget and controls costs.
  • Supervises a staff of 2-47 people.
  • Identifies trends and ways to take corrective actions as needed.
  • Meets individually with staff members to review performance.
  • Handles supervisor calls as needed
  • Act as plan sponsor contact for all day to day plan administration issues and request in cooperation with Health and Welfare Benefits.
  • Assist plan sponsors with year-end compliance requirements.
  • Monitoring Call Evaluations
  • Coaching and Mentoring Team members
  • Conducting Training and Team Huddles
  • Monitoring Call Queue
  • Follow up with daily emails

Knowledge, Skills and Abilities:

  • Excellent communication skill
  • Previous Center experience preferred
  • Benefits experience preferred
  • Strong Coaching Skill required
  • MS Outlook experience required
  • MS Office experience required
  • Obtain the ability to solve problems and Multi-Task

Education:

  • A minimum of HND

Other Minimum Requirements:

  • Must be able to pass a Criminal Background Check
  • Must be able to pass a Drug Screening
  • Must be able to type 25 words per minute
  • Must be able to pass pre-employment Assessments

Salary: N80000 - 120000

Job Location: Lagos State

Mark Gray Industries provides a competitive benefits package that includes a choice of health, dental, and vision insurance, life insurance, flexible spending accounts and stock options.

HOW TO APPLY
Applicant should please submit resume to [email protected]
NOTE: Application who apply more than once for this job post will be disqualified automatically and only shortlisted candidates will be contacted
Application Closing Date: application closes 21th July, 2016