• Application Deadline: Wed, 29 Mar 2023 00:00:00 GMT
• Position: Call Centre Agent


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 - 3 years


• Location Lagos


• Job Field Customer Care 
  

Purpose of the Job (Brief)

The Call Center agent deals with customers via telephone, Internet, e-mail and instant messaging. They are required to handle a variety of functions, including customer advocacy, technical support, cross-selling, up-selling and customer contact. Agents make an important contribution to customer satisfaction by providing a prompt, efficient and courteous service to callers.

Expected Key Results 

• Ensure Customer satisfaction at every contact via Phone, emails and other online medium.


• Follow up on unresolved complaints.


• Ensure Customer satisfaction.


• Excellent listening, questioning and communication skills.


• Excellent E-mail writing skills.


• Adhere to the telephone etiquette.

Call Center Supervisor

Call Center Agent

• Informs customers by explaining procedures; answering questions; providing information and feedback.


• Customer Engagement Follow communication scripts when handling different topics.


• Identify customer’ needs, clarify information, research every issue and provide solutions and/or alternatives.


• Seize opportunities to upsell and cross sell when they arise.


• Build sustainable relationships and engage customers by taking the extra mile.


• Email handling and OTRS accuracy Prompt response to mails.


• Ensure OTRS data accuracy and consistency.


• Ensure responses are consistent with the contents of


• the email. (Enquiry; feedback or complaint)


• Response Time to Calls and Emails Ensure prompt response to in-bound calls.

Customer call frequency.

• Must be clear, direct and not vague in their communication with customers (Calls and Emails).


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


• Meet personal/team qualitative and quantitative call targets.


• Customer Retention Rate Provide excellent customer service in such a way that we can retain the customers.


• Compile complaint call and log.


• Must be the voice of the Customer.


• Maintain a high completed Call rate Ensure that the Call abandonment rate is very less than 10%.


• Maintain a call completion rate of 90%.


• Ensure that in-bound calls are picked before the third ring.


• Escalations Must escalations issues that they cannot handle to their supervisor.


• Must avoid keeping the customer waiting on a call.


• Identify and escalate priority issues observed.


• Any other duties assigned by supervisor or manager

Educational Qualifications & Functional Skills:

• Minimum Requirements: HND/B.sc, Any Discipline


• Minimum Experience: 2 years’ experience in a contact center

Work Experience:

• Customer Relations, Sales, Marketing, Human Relations


• (Any other Human Related) in Telecoms company

Other Requirements:

• Customer Focus


• Tech savvy


• Action orientation


• Drive results


• Cultivate Innovation


• Ability to optimize work processes


• Resilience


• Self-Development


• Ability to multitask, set priorities and manage time effectively


• Nimble Learning


• Good oral and written communication


• Team player


• Computer literacy


• Familiarity with CRM systems and practices


• Telephone Etiquette


• Strong phone, verbal and writing communication skills along with active listening


• Knowledge of Microsoft office. (Excel,


• PowerPoint, Word, etc)