Victor Akpobor

Customer Service Officer at Airtel Nigeria

• Nigeria
• July 2009 to October 2012

 Provide direct interaction with customers both inbound and outbound and to market Airtel products and services to current and potential customers
 To establish the purpose of the contact and what the customer hope to achieve from the phone call/visit
 To enlighten and educate customers on new products and initiatives within Airtel and to educate customers on the use of products and services

 To identify or pinpoint the cause of the customer’s query or problem by checking information provided and interrogating the system to indentify the root cause of the problem
 Provide solution and or confirm action to be taken by;
explaining how to resolve and get agreement from the customer that they are happy with the solution provided and to escalate and route customer issues to the relevant process operators
 Informing the customer what need to be done either by you, another department or the customer by providing details on the expected time-line for query resolution
 Use organization and time management tools to track cases and meet turn-around-times and other required metrics
 To follow through on customer queries ensuring prompt resolution and feedback
 To provide advice to customers on what package(s) will suit their needs and to provide information regarding account or product enquiries
 Personalize the closure of the contact by ending the contact positively and professionally
 To take action and classify the call on the identification list and entering the code that best represented the query or request that the customer conformed at the beginning of the call