Contact Center Agents

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.

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

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