Nicole Sinclair Consulting Technical Customer Service Team Lead Jobs in Nigeria

Nicole Sinclair Consulting Technical Customer Service Team Lead Jobs in Nigeria


Technical Customer service Team Lead

  • Our client is a solar energy company that provides solar solutions to their client needs.

  • This role is to primarily responsible for monitoring and maintaining the organisation's installed equipments with customers while providing after sales support via phone or in person .

  • This individual would be responsible for diagnosing any hardware faults with these systems ensure resolution within stipulated company standard time.

    Responsibilities

  • Customer Service Management


  • Ability to engage in the day-to-day activities in relating to customer complaints
    Provide accurate information on how to get the best out of their equipment while providng needed training on proper use.

  • Provide effective customer service to both current and potential customers by following established processes.

  • Ability to handle multiple tasks like customer complaints while documenting any issues raised by customers.

  • Acts as a source of information to customers by answering questions, escalating issues, follow-ups and provide instructions to customers as needed.

  • Identify and escalate priority issues, complete call logs, maintain and update customer data in CRM.

  • Apply all necessary knowledge and skills on the job regarding phone interactions with our customers and internal partners.

  • Attends company training and contribute to the overall company growth and company initiatives.

  • Ability to maintain a high-level customer service culture reinforced by effective customer interaction and follow-ups.

  • Effectively executing customer follow-up to encourage adherence to payment plans.

  • Exceptional knowledge of and adherence to all company policies and procedures.

  • Provide adequate customer education during each interaction with clients on products based on clients’ needs.

  • Demonstrate strong understanding of company products and services, guidelines, usage, and product performance.

    Operations Management

  • Provide technical support to customers by tracking and following up on new installations as
    well as follow up calls.

  • Responsible for updating and tracking customer payment in the system.

  • Coordinate with Technicians and managers to compile and update installation information in the database.


    Competency/Skill/Requirements

  • Eng, engineering background would be most necessary for the Role.

  • Minimum of 3 years working experience as a customer service team lead in a Solar company or Equipment sales or Leasing company
    Working knowledge of computer systems (MS Office, and Excel

  • Experience with a prior CRM function an added advantage

  • Excellent verbal communication, listening and phone skills.

  • Good motivational skills and enthusiasm.
    Strong problem solver and able to understand and adapt to customers’ needs.

  • Strong communicator with great customer service orientation.

  • Excellence data entry skills and attention to details.

  • Strong persuasive and resilience skills (ability to work well under pressure and high stress.

  • Strong positive attitude.

  • Strong organization and time management skills.

    How to Apply

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