About the Role
JMG, a market leader in power generation and electrical solutions in Nigeria, is seeking a customer-focused and experienced Call Center Officer to join our dynamic team in Victoria Island, Lagos. In this role, you will be the primary point of contact for our valued clients, ensuring exceptional service delivery, prompt issue resolution, and seamless communication across our extensive network of technical service centers.
Key Responsibilities- Handle inbound and outbound customer calls, inquiries, and complaints with professionalism and empathy.
- Log, track, and manage customer complaints and service requests efficiently using the company's CRM/AX Dynamics platform.
- Coordinate and escalate maintenance issues, repair requests, and service schedules to field engineers and supervisors.
- Follow up proactively on service requests, quotations, pending payments, and final job completion statuses.
- Provide customers with regular updates regarding maintenance schedules, warranties, and specialized service plans.
- Maintain accurate and up-to-date call records, daily reports, and customer database logs.
- Liaise effectively with internal departments to guarantee timely and satisfactory resolution of all customer issues.
- Minimum of an HND or B.Sc. degree in Sales and Marketing, Business Administration, or a related discipline.
- 3 to 5 years of proven professional experience working in a fast-paced call center or customer service environment.
- Familiarity with CRM systems, specifically AX Dynamics or similar customer management platforms.
- Exceptional verbal and written communication skills coupled with strong problem-solving abilities.
- Highly customer-focused, proactive, organized, and capable of maintaining composure under pressure.
- Competitive salary package commensurate with industry standards.
- Opportunities for professional growth and continuous skills training within a global brand.
- Health insurance and other corporate welfare benefits.
- A collaborative and supportive work environment in the heart of Victoria Island, Lagos.