• Application Deadline:
• Position: Entry Level Customer Service Representative



• Job Type Full Time



• Qualification BA/BSc/HND , OND



• Experience



• Location Lagos




• Job Field Customer Care 
  
  

Job Summary

• The Contact Centre Agent is responsible for handling inbound and/or outbound customer interactions across multiple channels (calls, email, chat, social media).


• The role ensures excellent customer service, accurate information delivery, and effective issue resolution, while maintaining professionalism and adherence to company standards.

Key Responsibilities

Customer Interaction Management:

• Answer inbound calls promptly and professionally.


• Make outbound calls for sales, follow-up, verification, or customer surveys.


• Handle customer queries across email, live chat, WhatsApp, or social media, depending on assignment.


• Provide accurate information regarding products, services, policies, and procedures.

Issue Resolution & Escalation:

• Identify customer needs and resolve issues efficiently.


• Log all customer interactions in the CRM system.


• Escalate complex issues to the appropriate department or supervisor.


• Follow up on outstanding customer complaints until resolution.

Quality & Compliance:

• Adhere to scripts, call flows, and quality guidelines.


• Maintain confidentiality of customer information.


• Meet internal compliance, data security, and service protocols.


• Work in line with company and client SLAs.

Productivity & Performance:

• Achieve daily/weekly/monthly targets (AHT, FCR, sales conversion, attendance, etc.).


• Maintain high service ratings and customer satisfaction scores.


• Participate in coaching, briefings, and training sessions to enhance performance.

Documentation & Reporting:

• Update call logs, customer records, and case notes accurately.


• Provide feedback on customer issues, trends, and service improvements.

Teamwork & Collaboration:

• Collaborate with colleagues to deliver seamless customer service.


• Support team members during peak periods.


• Uphold the culture, values, and reputation of the organisation.

Qualifications & Skills

Education & Experience

• Minimum: OND / HND /BSc Degree preferred.


• Experience in a contact centre or customer-facing role is an added advantage.

Skills:

• Strong verbal and written communication skills.
  
  Excellent communication in English and any other 2 local languages


• Active listening and problem-solving skills.


• Ability to use CRM tools, call centre software, and basic computer applications.


• Good multitasking and time management ability.


• Ability to stay calm under pressure.

Personal Attributes:

• Customer-focused and empathetic.


• Professional, patient, and polite.


• Punctual and reliable.


• Willing to work flexible shifts, weekends, and holidays when necessary.

Languages:

• 
  

  HAUSA, ENGLISH, YORUBA, IGBO.