Call Centre Agent

Position Overview

Key Responsibilities

• Provide second -level solutions to customer enquiries and concerns.
  
• Deliver high -quality support and service via phone calls to customers.
  
• Apply appropriate telephone etiquette to manage a range of customer interactions.
  
• Utilise available systems and tools effectively to resolve customer queries.
  
• Demonstrate strong questioning and active listening skills to support effective communication.
  
• Handle special telephone tasks such as call transfers, taking messages, scheduling call -backs, managing holds, and addressing unintentional disconnections professionally.
  
• Maintain a positive and professional attitude during all customer interactions.
  
• Participate in scheduled training, coaching sessions, and performance improvement programmes.
  

• Clear verbal and written communication.
  
• Active listening and empathy.
  
• Ability to explain solutions in a simple and relatable manner.
  
• Patience and professionalism in high -pressure or challenging situations.
  
• Conflict resolution and complaint -handling skills.
  
• Ability to remain calm and composed under pressure.
  
  

Requirements

Required Qualifications & Experience

• HND or Bachelor's degree in Mass Communication, Business Administration, or a related field.
  
• Professional certification or membership in Customer Service, Business, or Communications (desirable).
  
• Basic proficiency in Microsoft Office (Word, Excel) and other standard office tools.
  
• Up to 2–3 years of experience in a customer -facing role (e.g., retail, hospitality, call centre) is an advantage
  
• Prior experience in a call centre or help desk environment is an advantage.
  
• Familiarity with call scripts, CRM systems, or multi -channel support (phone, email, chat) is beneficial.
  

Benefits

• A dynamic and purpose -driven work environment.
  
• Opportunity to contribute directly to strategic outcomes.
  
• Professional development and growth within a forward -thinking organisation.
  
• Competitive salary package and benefits.