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.