• Application Deadline:
• Position: Contact Center Agent


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience


• Location Lagos


• City Ibadan


• Job Field Customer Care 
  

Description

Job Summary:

Catilas Resources Limited on behalf of our client, a leading commercial Bank urgently needs the services of Contact Center Agents. The ideal candidate will be confident, target-driven, customer-centric, and possess a proven track record in customer support.

Responsibilities for this Role Include:

• Inbound Customer Support:
  
  
  
  • Handling incoming calls, emails, chats, and other communication channels from customers seeking assistance, information, or issue resolution.
  
  
  
  


• Outbound Customer Engagement:
  
  
  
  • Making outbound calls to customers for various purposes, such as surveys, follow-ups, sales, or appointment reminders.
  
  
  
  


• Technical Support:
  
  
  
  • Providing technical assistance and troubleshooting for products or services.
  
  
  • Guiding customers through problem-solving processes.
  
  
  
  


• Sales and Up-Selling:
  
  
  
  • Handling sales inquiries and processing orders.
  
  
  • Identifying opportunities for up-selling or cross-selling additional products or services.
  
  
  
  


• Customer Relationship Management (CRM):
  
  
  
  • Updating and maintaining customer information in a CRM system.
  
  
  • Documenting customer interactions and feedback.
  
  
  
  


• Multichannel Support:
  
  
  
  • Managing customer communication across various channels, including phone, email, chat, social media, and messaging apps.
  
  
  
  


• Quality Assurance:
  
  
  
  • Monitoring and evaluating customer interactions for quality and adherence to established standards.
  
  
  • Providing feedback and coaching to agents for improvement.
  
  
  
  


• Training:
  
  
  
  • Conducting training sessions for new agents on products, services, and communication skills.
  
  
  
  


• Escalation Management:
  
  
  
  • Handling and escalating complex issues to higher levels of support or management when necessary.
  
  
  • Ensuring timely resolution of escalated concerns.
  
  
  
  


• Feedback Collection:
  
  
  
  • Gathering customer feedback through surveys, reviews, or other means.
  
  
  • Using feedback to identify areas for improvement and enhance customer satisfaction.
  
  
  
  


• Compliance and Security:
  
  
  
  • Ensuring that agents adhere to legal and regulatory requirements.
  
  
  • Implementing security measures to protect customer data.
  
  
  
  

Requirements

• Previous experience in a customer support role.


• Track record of over-achieving quota.


• Strong phone and verbal communication skills along with active listening.


• Familiarity with CRM systems and practices.


• Customer focus and adaptability to different personality types.


• Ability to multi-task, set priorities, and manage time effectively.


• HND/B.SC school degrees.