• Application Deadline: Fri, 13 Dec 2024 00:00:00 GMT
• Position: Case Management Agent



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 1 - 3 years



• Location Lagos




• Job Field Customer Care 
  
  




• Salary Range ₦100,000 - ₦150,000/month
  
  

Job Details

• Receives calls/emails/chats and responds within SLA


• Ensures FCR for level 1 supports


• Escalates all level 2 supports to ISM within 10mins of receipt if unable to resolve at first level


• Ensures schedule adherence


• Follow up with escalated support and ensure it is further escalated to shift supervisor if unable to receive feedback after 3hours


• Ensures customers requiring lost days are duly filled on eservice/tracker promptly and follow up done


• Ensures quality score of 90% is achieved


• Must attend daily pep-talks


• Must be punctual at work


• Must be able to complete all assigned tasks daily


• Must be able to work shifts (public holidays, weekends)