POSITION TITLE: CONTACT CENTRE AGENT
LOCATION: Victoria Island, Lagos
Age: 26 Yrs. and below
Qualification: Only BSC (Minimum of Second-class lower Graduate)
Benefits: The first 6 months is probation period, the salary is #85,000 while after passing a confirmation test, the salary will increase to #142,000.
Pension and HMO, 13th Month,
• Respond to customer inquiries and provide assistance via phone, email, chat, or other communication channels in a timely and professional manner.
• Identify customer needs and concerns, troubleshoot problems, and resolve issues efficiently to ensure customer satisfaction.
• Develop a comprehensive understanding of the company’s products, services, policies, and procedures to provide accurate information to customers.
• Accurately document customer interactions, including details of inquiries, resolutions, and any follow-up actions required, using the company’s CRM system.
• Escalate complex or unresolved issues to appropriate departments or supervisors for further investigation and resolution.
• Adhere to quality standards and guidelines for customer service, including maintaining professionalism, empathy, and adherence to company policies.
• Collaborate with team members and other departments to share knowledge, coordinate responses to customer inquiries, and contribute to continuous improvement initiatives.
• Meet or exceed performance targets and metrics, such as call handling time, first-call resolution rate, customer satisfaction scores, and adherence to schedules.
• Participate in ongoing training sessions and professional development opportunities to enhance product knowledge, communication skills, and customer service abilities.
• Ensure compliance with regulatory requirements, data protection laws, and company policies regarding customer information and confidentiality.
Qualifications:
• Previous experience in customer service, call centre, or related roles preferred.
• Excellent verbal and written communication skills, with the ability to convey information clearly and effectively.
• Strong empathy and interpersonal skills to understand customer needs and concerns and provide appropriate assistance.
• Effective problem-solving and decision-making skills to address customer issues and find appropriate solutions.
• Basic computer skills and familiarity with CRM software, call centre technology, and other communication tools.
Qualified candidates to share their CVs to [email protected] using the job title as the subject of the email