• Application Deadline:
• Position: Call Center Agent



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 1 - 2 years



• Location Abuja




• Job Field Customer Care 
  
  

Responsibilities

• To manage inbound and outbound communications, resolve client inquiries efficiently, and deliver an excellent, seamless customer service experience that aligns with the organization’s standards.
  
  
  
  • Handle inbound and outbound communications by prompt answer to calls, emails, and live chats.
  
  
  • Manage high volumes of interactions while maintaining professional etiquette.
  
  
  • Resolve inquiries at first contact through active listening, assessing clients’ needs and provide immediate and comprehensive solutions to prevent repeat callsProvide accurate service information by clearly explaining benefits, limitations, and policy guidelines without misleading the client.
  
  
  
  


• Document interactions in CRM through accurate log of all call details, client requests, and resolution steps into the CRM system immediately after the interaction.


• Maintain high customer satisfaction using empathy, active listening, and positive language to ensure the client feels valued and supported throughout the interaction.


• Engage in proactive client outreach by conducting outbound courtesy calls to inform clients of policy renewals, updates, or price adjustments or new products.


• Continuous Product Knowledge and Training. Actively participate in training sessions to stay updated on new service and industry practices, plans, regulatory changes, and system upgrades.


• Provide reports and insights on client service performance.
  
  
  
  • Collect and relay customer feedback to management.
  
  
  • Support initiatives for self-service options (IVR/chatbots).
  
  
  • Identify opportunities for service improvement.
  
  
  
  


• Contribute to policy updates and process enhancements.

Requirements

Education:

• Bachelor’s Degree or HND qualification in Business Administration, Mass Communication, Social Sciences or any relevant field

Experience:

• 1–2 years of experience in customer service or Call Center operations. Healthcare experience is an advantage.


• Basic knowledge of customer service principles and practices.