Contact Center Personnel

4 weeks ago

Lagos, Lagos, Nigeria MacTay Consulting Full time

ABOUT THE COMPANY

We are one of the first and leading management consulting firms in Nigeria, providing HR services to our clients in Africa since 1982. We focus on adding value to organisations through bespoke solutions that meet our clients' needs. We have a proven track record of providing excellent services that impact our clients' businesses.

JOB SUMMARY

Qualifications and Skills High School Diploma or equivalent; additional education or training in customer service or relevant field is a plus. Must have 1-3 years experience Proven experience in a customer service or call center environment is preferred. Excellent communication skills, both verbal and written, with a clear and professional telephone manner. Strong active listening and problem-solving skills, with the ability to empathize with customers and handle difficult situations calmly and effectively. Ability to multitask and prioritize tasks in a fast-paced environment while maintaining accuracy and attention to detail. Proficiency in using computer applications and call center software, with the ability to navigate multiple systems simultaneously. Flexibility to work shifts, including evenings, weekends, and holidays, as required.

RESPONSIBILITIES

Key Duties Answer incoming calls from customers and respond to inquiries or resolve issues promptly and professionally. Make outbound calls to follow up on customer inquiries, provide information, or conduct surveys as required. Identify and escalate priority issues to the appropriate department or supervisor for resolution. Maintain accurate records of customer interactions and transactions, including details of inquiries, complaints, or comments. Follow communication scripts and guidelines when handling different types of calls and customer inquiries. Meet or exceed performance targets for call handling, customer satisfaction, and other key performance indicators (KPIs) as set by the organization. Stay updated on product or service information, promotions, and company policies to provide accurate information to customers. Collaborate with team members and other departments to ensure seamless customer service delivery and resolution of customer issues. Participate in ongoing training and development programs to enhance job knowledge and skills. Adhere to company policies and procedures, including confidentiality and data protection guidelines, at all times.

REQUIRED SKILLS

Conflict and complaint resolution, Customer service, Teamwork, Efficiency, Customer relations

REQUIRED EDUCATION

High, secondary school

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