Social media support officer

Fenix is looking for a dynamic, highly motivated and disciplined Social Media Support Officer with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team. This position is an important role within the Customer Experience Department in a fast paced environment at the forefront of providing a world class customer service experience in the sector of renewable energy.
This role requires an individual to work under limited supervision, perform duties associated with direct interaction with customers on social media and on the phone to both existing and potential Fenix customers with an emphasis on providing an exceptional customer experience.
Key Responsibilities

Provide excellent customer service to all Fenix Nigeria customers or potential customers on social media and other online channels
Employ telesales methods to close sales from potential customers from online channels
Track leads to conversion of online leads customer funnel
Provide periodic reports on customer engagement to cross-functional leads
Deliverables and Activities

Provide prompt responses to customers/leads on online channels
Follow-up with leads from online channels with the goal of converting them to Fenix customers
Manage a pipeline of leads from online channel for tracking purposes
Contribute to team effort by accomplishing related results as needed
Build sustainable relationships of trust through open and interactive communication
Go the extra mile to engage customers
Work with call center leads and manager to ensure proper customer service is being delivered
Resolve customer complaints via phone, email, or social media
Identify and communicate areas for continuous improvement of service levels to call center manager as well as marketing manager.
Escalate any unresolved issues encountered to responsible team lead.
Provide periodic reports to cross-functional managers
Ensure all Fenix customers have a great end-to-end customer experience
Other duties as needed by the manager.
Required Skills and Experience

An OND/HND/Bachelor’s degree from a recognized institution
0-1 year of experience in a telesales related role.
Excellent Written and Verbal Communication Skills
Microsoft Excel skills
Ability to interact with peers and mid level leaders internally
Highly Desired Skills:

Great tele-marketing skills
Ability to work in teams or independently
Good influencing and negotiation skills
Critical thinking skills (ability to think outside the box)
Good problem solving skills (solutions oriented)
Flexibility with ability to work under pressure to meet deadlines
Willingness and desire to learn new ideas
Remuneration
Fenix offers a competitive salary and a fun, fast-paced and high-growth work environment.

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