Customer Care Consultant

About the role

eRecruiter is recruiting on behalf of a leading Nigerian power solutions provider, one of the largest generator sales and services companies in the country with a branch network across West Africa. Due to expansion, the company needs a Customer Care Consultant based in Lagos. The role covers answering calls, handling enquiries and complaints, and providing product and service information.

Key responsibilities

• Answer calls and respond to emails, and handle customer enquiries both telephonically and by email
• Research required information using available resources
• Manage and resolve customer complaints and provide product and service information
• Enter new customer information and update existing records in the system
• Process client requests and inquiries, identify and escalate priority issues, and route calls to the right departments
• Follow up customer calls where necessary and document all call information according to standard operating procedures
• Produce call logs and call reports, monitor activity trends, run follow-up campaigns and report outcomes

Required profile

• High school diploma or equivalent; at least 4 years of customer service experience in a call centre
• Proficiency in English; Hausa, Yoruba and Pidgin English are a plus
• Experience with a power generation company is a plus
• Knowledge of customer service principles, call center telephony and technology, and administration and clerical processes

Required skills

• Good data entry and typing skills
• Verbal and written communication, listening, problem analysis and customer service orientation
• Organizational skills, attention to detail, adaptability, teamwork, stress tolerance and resilience