Summary of the Social Media Executive (Contact Center) job at GIG Group

Company Description

The GIG group is a holding company for a number of subsidiaries with interests in key sectors of Nigeria’s economy. We believe that Nigeria, in spite of its seeming vulnerabilities, holds the greatest market potential for any prospective investor through leveraging on people, customer service and innovative technologies. At the GIG group we are strong, focused, determined, assertive, customer centric, ready to partner and compete as we see a world of unlimited possibilities defined by a relentless spirit and great vision.

Job Description

• Handling incoming requests/complaints from customers by e-mail or other social media platforms and managing their inquiries or requests
• Using of company’s policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input
• Providing information on complaints regarding specific products as well as services
• Selling additional services by recognizing opportunities to up-sell accounts; explaining new features
• Escalating mails with complex queries to appropriate staff
• Recognizing, documenting, and informing the supervisor regarding the trends in internal and external customer interaction
• Resolving customers’ issues and providing adequate resolution, via the troubleshooting techniques.

Qualifications

• Must have a minimum of one (1) year contact center experience at The GIG Group
• Must currently be a part of the outbound team
• Strong Social Media Skills
• Professional writing and reporting Skills
• Excellent Customer service skills
• Good working knowledge of the CRM systems

Additional Information

• Result and Service Oriented (Able to follow through)
• Creative problem solving with good eye for details
• Ability to efficiently display basic Marketing/Negotiation skills
• Ability to multi-task, work to deadline and under pressure