Customer Service Representatives
El Soma Construction Limited is a 21st century cutting edge indigenous construction company with experience and interest in
the areas of Civil, Structural, Geotechnical, Marine Engineering, Harbour and Dredging services
Project Management and General Construction activities.
The firm is well experienced and adequately equipped with the right machinery in all her areas of operation.
EL SOMA CONSTRUCTION LIMITED as a commercial enterprise intends to place its resources in terms of technological know-how,
equipment and skilled manpower at the benefits of clients. The commercial venture has been very successful as could be attested to
by jobs recently executed for various private/public clients.
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:
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
Job Location: Lagos State
.
HOW TO APPLY
Applicant should please submit resume to [email protected] using the post applied for and phone number as subject of the mail.
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
