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Contact Center Agents

Contact Center Agents

Catilas Resources LimitedLagos, LA, NG
30+ days ago
Job type
  • Quick Apply
Job description

Job Summary

Catilas Resources Limited on behalf of our client, a leading commercial Bank in Nigeria Bank seeks to hire highly motivated Contact Center Agent . 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 i.e chat, Instagram, LinkedIn, and messaging apps e.t.c.

    • 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

    Educational Requirements :

  • HND / Bachelors in any field (Minimum Grade of Lower Credit / Second Class Lower)
  • Degree in Business, Marketing or related field is preferred.

    • Skills 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.

    • Job Location : Lagos and Ibadan

    Benefits

    Salary is attractive including HMO, Pension, Leave and 13-Month Allowances.

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    Agent • Lagos, LA, NG

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