Customer Service Analyst

Our client is a Telecommunications and Information Technology company revolutionizing broadband access and solutions in emerging markets. They are engineers and problemsolvers working diligently to provide affordable accessible reliable broadband and technology solutions that cater to homes and businesses. Due to expansion they need a CUSTOMER SERVICE ANALYST.

LOCATION Ikeja Lagos

JOB DESCRIPTION

• Develop and implement initiatives to improve customer services.
  
• Analyze and summarize customer issues in order to prepare appropriate solutions/clarifications to respond to customers.
  
• Evaluate and prioritize customer inquiries to better serve the customers.
  
• Deliver prompt and professional solutions for customer inquires via phone email online chat etc.
  
• Maintain history records and related problem documentations for future reference.
  
• Maintain relationships with other internal departments as well as client base to improve business performance.
  
• Conduct training to customers and internal staff on company products and services.
  
• Identify training needs and develop training programs for customer service staff
  
• Address customers in a professional and respectful manner.
  
• Maintain the internal and external customer databases.
  
• Analyze customer issues to develop tools and processes to increase customer satisfaction.
  
• Maintain uptodate knowledge of customer business areas.
  
• Maintain broad knowledge about company s products and services.
  
• Analyze customer service data to identify trends and areas for improvement.
  
• Develop and maintain reports on customer service performance.
  

JOB REQUIREMENTS

• Bachelors degree in Business Marketing or a related field.
  
• 12 years experience as a Customer Service Analyst in the IT services industry.
  
• Strong analytical skills and attention to detail.
  
• Excellent communication and interpersonal skills.
  
• Proficiency in data analysis and reporting tools.
  
• Experience with customer service software and CRM systems.
  
• Ability to work independently and as part of a team.
  
• Strong presentation skills.
  
• Proficiency in Microsoft Office Suite.