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Job Summary

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Customer service executives are a customer’s primary point of contact with a company. The duties and responsibilities of a CS executive include managing incoming calls and customer service inquiries, generating sales leads that develop into new customers, and identifying and assessing customer needs to achieve satisfaction. A Customer Service Executive, will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

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Job Description

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The CCE role is to provide 1st level support to NowNow Agents and customers by receiving inbound calls, initiating outbound calls, responding to emails and chats, and handling the resulting incidents or service requests, and applying the appropriate request fulfilment processes.

Primary duties and responsibilities
• Ensure excellent level of service through prompt receipt of incoming customer calls, appropriate support response and friendly communication with both external and internal customers
• Ensure that a service ticket is created or assigned for every customer request, query, or complaint.
• Prompt resolution of 1st level customer query, complaint, or request.
• Engage actively in outbound call campaign to registered Agents to drive wallet activity and Agent retention
• Escalate all unresolved issues to 2nd level or 3rd level support, as may be appropriate for immediate resolution.
• Follow through on completed incidents using correct closure procedure including outbound calls to requester where required.
• Properly capture and document all enquiries, complaints and service requests received, resolved, and escalated.

Other duties and responsibilities
1. Provide ad hoc reports as required by NowNow Management and other operations team members
2. Provide feedback to management on areas of improvement in its operations/servicePrimary duties and responsibilities
• Ensure excellent level of service through prompt receipt of incoming customer calls, appropriate support response and friendly communication with both external and internal customers
• Ensure that a service ticket is created or assigned for every customer request, query, or complaint.
• Prompt resolution of 1st level customer query, complaint, or request.
• Engage actively in outbound call campaign to registered Agents to drive wallet activity and Agent retention
• Escalate all unresolved issues to 2nd level or 3rd level support, as may be appropriate for immediate resolution.
• Follow through on completed incidents using correct closure procedure including outbound calls to requester where required.
• Properly capture and document all enquiries, complaints and service requests received, resolved, and escalated.

Other duties and responsibilities
1. Provide ad hoc reports as required by NowNow Management and other operations team members
2. Provide feedback to management on areas of improvement in its operations/service

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Job Experience

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• Proven customer support experience or experience as a Customer Service Representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• HND/Bsc

Special working conditions
• This role requires that the employee is emotionally intelligent in dealing with both easy-going and difficult/challenging customers via telephone, email, chat and in some cases, face-to-face. CCE must understand that he/she is the face of NowNow and so must show professionalism and empathy in dealing with customers.