Senior Customer Service Advisor

Founded as a farmers' mutual in 2002, the company is now one of the larger mutual insurers in Nigeria. We started in 2002 and have grown to about 1,500 people. Continuing education credits are tracked and reimbursed.

The role:

Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. The Senior Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. On site, Lagos.

Main duties:

Call customers back on open issues within the promised timeframe. Explain bills and payment options and take payments over the phone. Meet targets for handle time, quality score and customer satisfaction. Document every interaction in Zendesk or Salesforce Service Cloud. Escalate complaints that need a supervisor or another department. Process returns, exchanges, refunds and address changes.

Required qualifications:

Able to sit at a workstation and wear a headset for a full shift. Typing speed of at least 35 WPM. Must pass a background check. Basic computer skills (Windows, Outlook, web browsers).

Nice to have:

Zendesk, Five9 or Genesys experience. Bilingual English and Spanish (pay differential).

Compensation and benefits:

Medical cover. Pension contribution. Annual leave.

This posting may close early if we receive enough applications.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Spicebush Insurance Ltd.