Joliepay Digital Services is a pioneering fintech and digital services company committed to revolutionizing the financial landscape in Nigeria. With a focus on innovation, financial inclusion, and customer-centricity, we aim to empower individuals and businesses with secure, accessible, and personalized digital financial solutions. We help you make payments for services you enjoy right from the comfort of your home or office. The experience of total convenience, fast service delivery and easy payment is just at your fingertips.
A Customer Relations Officer is responsible for building and maintaining positive relationships between an organization and its customers or clients. This role is pivotal in ensuring high levels of customer satisfaction, resolving issues, and addressing inquiries promptly and professionally. Customer Relations Officers play a crucial part in enhancing the organization's reputation and retaining loyal customers.
Responsibilities:
- Customer Support: Provide prompt and courteous responses to customer inquiries, including phone calls, emails, and online messages.
- Complaint Resolution: Address customer concerns, complaints, and issues in a professional and efficient manner, striving for satisfactory resolutions.
- Information Sharing: Disseminate information about products, services, policies, and promotions to customers.
- Order Processing: Assist customers with placing orders, processing returns, and tracking deliveries.
- Feedback Collection: Gather and record customer feedback and suggestions, sharing relevant insights with the management team.
- Maintaining Records: Maintain accurate and up-to-date records of customer interactions, inquiries, and resolutions.
- Customer Retention: Implement strategies and initiatives to retain and strengthen relationships with existing customers.
- Upselling and Cross-selling: Identify opportunities to upsell or cross-sell products or services to customers to increase sales and revenue.
- Client Onboarding: Assist in the onboarding process for new clients, ensuring they are well-informed about the company's offerings.
- Escalation Management: Manage and escalate complex or unresolved issues to higher levels of authority for resolution.
- Feedback Reporting: Prepare regular reports on customer feedback, complaints, and common issues for management review.
Requirements:
Education:
- A bachelor's degree in business, marketing, communication, or a related field is preferred but not always required. Relevant certifications in customer service can be an asset.
Experience:
- Previous experience in customer service, client relations, or a related field.
- Demonstrated skills in handling customer inquiries and complaints.
Technical Skills:
- Proficiency in customer service software, helpdesk systems, and customer relationship management (CRM) tools.
- Strong computer skills for communication and data entry.
Soft Skills:
- Excellent interpersonal and communication skills, both written and verbal.
- Patience and empathy when dealing with customer concerns.
- Problem-solving abilities to address and resolve customer issues effectively.
- Adaptability to changing situations and customer needs.
Knowledge:
- Understanding of customer service principles and best practices.
- Familiarity with the company's products, services, policies, and procedures.
Optional Skills:
- Multilingual proficiency can be valuable for addressing customers from diverse backgrounds.
- Knowledge of industry-specific terminology and regulations, if applicable.
Method of Application
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