Overview

• Treat customers as people not numbers, metrics or problems.

• Empathise, address issues & questions, help reach rapid resolution, and make every interaction easy, memorable and valued

• As a Telephone support specialist: investigating, diagnosing and resolving customer enquiries; working where necessary with internal support teams and other colleagues (e.g., Sales and Design …).

• Day to day email support where required; over time, expansion of the role to include chat and social media may be required.

• Work closely with customers and consumers to “troubleshoot” issues using good questioning and fact finding skills.

• Re-educate customers on the value of the product at ToLet.

• ‘Own’ your calls and customers, and always do what you committed to do, providing regular and timely updates along the way.

• Develop and maintain a deep understanding of ToLet’s systems, products and processes in order to effectively and efficiently handle a wide range of customer enquiries.

• Take end-to-end ownership over issues and in doing so manage customer expectations, providing education and advice whilst ensuring issues are resolved in a timely manner.

• Making changes to products and services, as requested by customers and account managers

• Accurately record and update customer information on call, across necessary internal platforms or applications.

• Proactively and constructively raise issues and contribute ideas around how all members of the team can each work more effectively.

Required Skills:

• Love being on the phone with customers – with a great phone manner and a real desire to help.

• A clear and strong communicator with excellent questioning and listening skills.

• A high degree of emotional intelligence – the ability to stay cool under pressure and remain helpful while handling difficult calls.

• Ability to empathise and show care & consideration to customers, whilst still being able to deliver difficult messages to customers when needed.

• An accurate and methodical individual with an excellent eye for detail.

• The ability to challenge and question ideas, openly and honestly, whilst providing solutions and options.

• Driven by team performance, and continually striving to be better both as an individual and as a team.

• A strong team player who forms positive relationships with both colleagues and customers.

• A passionate, energetic and self-motivated individual who proactively looks at their role in the business and how they and the wider team can do better (supports our continuous improvement objectives).

• Good time management with the ability to prioritise and manage your workload, supporting others as needed.

Candidate Requirements

• Awaiting NYSC/ at least 6-months internship program applicants.

• Candidate must be fluent in English.

• Candidate must be a Computer literate who is able to handle basic Microsoft packages

• Candidates must also have an excellent sense of priorities.

• Candidate must have good analytic skills

• Candidate must be able to work with little or no supervision.

• Candidate must be available to work weekends and public holidays.

All interested candidates should send their details to the comment box or to the email address hr.merigoldconsult (at) gmail.com

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