• Application Deadline:
• Position: Call Centre Representative


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 1 - 2 years


• Location Lagos


• City Ikoyi , Lekki


• Job Field Customer Care 
  

Job Purpose

• We are looking for a Call Centre Representative that will be the liaison between our company and its current and potential customers.


• The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behaviour.

Responsibilities

• Manage large amounts of inbound and outbound calls in a timely manner


• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.


• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.


• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.


• Follow communication “scripts” when handling different topics


• Seize opportunities to upsell products when they arise


• Meet personal/team qualitative and quantitative targets


• Take customer calls and provide accurate, satisfactory answers to their queries and concerns.


• De-escalate situations involving dissatisfied customers, offering patient assistance and support


• Call clients and customers to inform them about the company’s new products, services and policies


• Guide callers through troubleshooting, navigating the company site or using the products or services

Education

• Bachelor's Degree in Commerce or related fields is preferred.

Experience:

• 1 - 2 years of work experience.


• Prior experience with customer service and call centers in relevant job roles.

Key Skills and Competencies:

• Strong communication, both written and verbal


• Great active listening skills


• Exceptional interpersonal and rapport building skills


• A patient and empathetic attitude


• Strong time management and organizational skills


• Adaptability and flexibility


• Comfortable working in fast-paced environments


• Troubleshooting skills, either basic or advanced, depending on the role and industry


• Computer literacy


• Phone skills, including familiarity with complex or multi-line phone systems


• Expertise in the customer service area they focus in, such as accounts, sales, technical support or another area


• Ability to speak multiple languages, especially those common among callers.

Application Closing Date 7th September, 2022.