About the role
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.
Text as published by Catilas Resources Limited. We don't edit postings; apply and ask questions on the employer's site.