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Customer Care Representative at Tolet

Nigeria's fastest growing online real estate start-up. We provide a property rentals platform that helps Lagosians navigate the stressful, frustrating and unstructured Lagos property rental market.  

 

Qualifications:

  • Strong oral and written communication skills in English
  • Must be able to plan and pay attention to deadlines, adapt to changing requirements, and show desire to take lead
  • Extremely organized
  • Demonstrates curiosity, a passion to learn and gain solid work experience
  • Possesses a positive attitude and demonstrates respect, confidentiality, and honesty when interacting with colleagues and clients
  • Applicant must live in Lagos, Nigeria

 

Skills/Requirements:

  • 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.

 

Key Responsibilities:

  • 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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