CONTACT CENTER AGENT
ALPHA TECHNOLOGY INTELLIGENCE CO LTD. MARCH 2023- DECEMBER 2023
● Respond to customer inquiries and resolve their issues via email, phone, or chat.
● Assist customers with placing orders, tracking shipments, and processing returns.
● Provide product information and recommendations to customers.
● Collaborate with other departments, such as shipping and billing, to ensure timely and accurate order fulfillment.
● Maintain accurate records of customer interactions and transactions.
● Identify and escalate complex issues to senior representatives or supervisors.
● Stay up to date with product knowledge and industry trends to provide excellent customer service.
● Meet and exceed customer satisfaction goals and performance metrics.
● Continuously improve customer service processes and procedures.
Client Service & Administration |
Femi Bhanks Realty, Ikeja November 2021 – MARCH 2023
● Responded in friendly and expert manner to enquiries about each offering, price structures and property availability.
● Educated leads about promo pricing, benefits and terms of purchase.
● Arranged for property viewings and inspections with clients.
● Engaging in preliminary negotiations with clients.
● Directing client complaints or complex queries to relevantdepartments in a timely manner.
● Managed administrative processes and prepared key reports and documentation.
● Preparing expense reports and office budgets.
● Updating filing, inventory, mailing, and database systems, andconfidential information of office related information.
RETAIL SALES REPRESENTATIVE
SMILE COMMUNICATIONS NIGERIA LIMITEDJuly 2020 - November 2021• Greet and direct customers
- Provide accurate information (e.g
- Product features, pricing and after-sales services)
- Answer customers' questions about specific products/services
- Conduct price and feature comparisons to facilitate purchasing
- Cross-sell products
- Ensure racks are fully stocked
- Manage returns of merchandise
- Coordinate with the Retail Sales Representatives team to provide excellent customer service (especially during peak times)
- Inform customers about discounts and special offers
- Provide customer feedback to the Store Manager
- Stay up-to-date with new products/services
Contact Center Agent (Live Chat)
IROKO TV | LagosFebruary 2019 - February 2020• Communicating with clients and customers about their experiences with the various products and services
- Providing advice on purchasing products and services best suited to their preference
- Promptly providing troubleshooting assistance for customer orders, account statuses and relevant problems in order to breed customer satisfaction
- Orientating clients on how to make effective use of products and services
- Taking and processing orders from clients for various subscription
- Compile reports on overall customer satisfaction
- Managing customer account information, remote subscription and account upgrade
- Sales of subscription packages to online customers
- Suggest solutions to product malfunctions and escalating to technical department in the event of unresolved issues
- Worked with customer service manager to ensure proper customer service is being delivered
- Paying attention to details
FIELD SALES REPRESENTATIVE
SMILE COMMUNICATIONS NIGERIA LIMITED | LagosJuly 2017 - February 2019• Met personal and team sales targets – High volume of deal closure
- Built relationships with new and existing customers whilst cultivating new leads within the sales territory
- Managed multiple accounts simultaneously, maintained proper records of all sales leads and/or customer accounts
- Answered inquiries by clarifying desired information; researching, locating, and providing information
- Brand Representative during all Customer/Prospect interactions
- Monitored industry competitors, new products & market conditions in order for the firm to stay ahead and remain competitive
- Orientated customers on how products or services can benefit them financially and professionally
- Resolved problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
- Fulfilled requests by clarifying desired information; completing transactions; forwarding requests
- Sold additional services by recognizing opportunities to up-sell accounts
- Enhanced organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
- Referring and introducing potential upscale clients to the firm's upper management echelon
SALES SUPPORT Officer
SDMA NETWORKS LIMITED | LagosJuly 2016 - June 2017• Provided troubleshooting assistance for customer orders, account statuses and relevant problems
- Provided data and guides to help the sales team – as well as developed and monitored performance indicators
- Managed sales tracking tools and report on important information
- Kept record of sales trends and liaised with account managers to develop specific sales strategies
- Stayed up-to-date with new product and feature launches and ensured sales team buy-ins
- Reviewed pending orders and specific customers' requests to ensure excellent customer service and customer experience
- Served as Lead and Liaison between branches - Suggested sales process improvements and SOPs
- Developed close and personal relationships with clients to ensure customer loyalty and retention
