Current Job Openings at Proten International

Location: Lagos
Function: Customer Service
Reporting To: HOD Customer Service

Responsibilities

• To monitor transaction quality of agents over phone, email & chat transcripts
• To maintain performance report of individual Team Members
• Audit processes for identifying process gaps and provide inputs for process efficiency
• Prepare monthly performance reports for Management reviews & Action Plan
• Conduct Root Cause and Training Need Analysis for various process
• Responsible for team motivation and Create team synergy for enhanced KPI performance
• Prepare certification module and evaluate each batch before release to operations teams
• Provide inputs to Supervisor Contact Centre for new process and refresher trainings to teams.
• Maintain records of QA reports history of officials and share them with Supervisor / HOD every week.

Requirements

• Customer Focused, Result oriented, Leadership quality, Energetic & Assertive, Knowledge of AVAYA and reporting structure, Proficient with Excel, Word & Power point, Team Player
• Relevant Industry Experience, Should have Planning and organizing skills, Good interpersonal skills.
• Graduate / Post Graduate qualification
• 3 to 5 years work Experience

Location: Lagos
Function / Domain: Customer Service / Shop Operations
Reporting to: Direct – Supervisor Shop Operations

Major Deliverables

• First line interaction with customers
• Ensure customer queries / requests/ concerns are attended, documented and reported to management
• Follow-up with relevant department should in case there is any delay, escalate at deviations
• Connect with customers and maintain cordial relations in the interest of the business
• Responsible for Stock and Cash Management at the shop
• Responsible for shop maintenance, and allied activities to ensure Service Standards are not compromised
• Ensure efficient operations at shop by coordinating remedies of issues affecting operations
• Ensure Customer Service attitude is exemplified by actions and initiatives
• Motivate contribution from colleagues to ensure Customer Delight
• Adopt standards for business activities/processes and ensure adherence
• Ensure Daily Operational Reports are prepared and submitted in time
• Share improvisations with management which can be replicated at all locations/ processes

Essential Attributes:

• Customer Focused, result oriented, Zeal for Initiative with Speed, Leadership quality and team Handling capacity, Energetic and Assertive, Customer query resolving skills, Excel Knowledge is a MUST

Desired Attributes:

• Relevant Industry Experience, Been on the front end handling customers and team. Should have Planning and organizing skills Proven achiever, should have sharp business acumen

Qualifications

• Graduate / Post Graduate
• Desired Experience: 2 to 5 years in a similar profile