Customer Relations Executive

Customer Relations Executive


PRINCIPAL ACCOUNTABILITIES:

  • Lead Order Office team to manage sales order transactions in line with best practices and company policies
  • Keep CRO’s updated on developments in FMN that affect sales transactions: price changes, promotions, new products, payment policies etc
  • Provide daily calling lists to CRO’s so that all customers in the database are contacted at least once a week
  • Monitor official communications with the Order Office; ensure they are logged/registered and managed according to FMN policies and procedures
  • Ensure that CRO’s attend to customers in a way that is courteous and professional
  • Conduct quality control checks on Order Office transactions to ensure compliance with company procedures: to take responsibility for fraudulent transactions in Order Office
  • Implement all other tasks/duties assigned by the Call Center Manager


PERFORMANCE MANAGEMENT:

  • Accuracy of data captured in system
  • Non-occurrence of fraud in Order Office transactions i.e.adherence to company policies


CRITICAL QUALIFICATIONS/SKILLS/EXPERIENCE:

  • University degree in any field
  • Customer service professional with experience in management of automated call center operations
  • High level of computer literacy i.e. MS Office, also knowledge of or ability to quickly learn Navision, V-tiger etc, with good data entry and analytical skills
  • Ability to build and lead a team; effective communication skills- report writing and fluency in English language, ability to speak major Nigerian ethnic dialects 
  • knowledge of Microsoft Dynamics Navision will be an advantage