Customer Service Representative Job at ToLet.com.ng

Job Title: Customer Service Representative
Company: ToLet.com.ng
Qualification: BA/BSc/HND  
Job Type: Full Time  
Location: Lagos, Nigeria
Job Field: Customer Service
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ToLet.com.ng – Nigeria’s 1st online lettings agency and one of Nigeria’s fastest growing internet companies. We provide a comprehensive property rentals platform that helps Lagosians navigate the stressful, frustrating and unstructured Lagos property rental market.
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In order to push our continued level of success, we require talented and resourceful individuals to fill the following role stated out above.
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Job Descriptions: – 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.
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Skills Required: – Love being on the phone to 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.
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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.



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