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Call Centre Agent

3 weeks ago

Lagos, Lagos, Nigeria Lead Enterprise Support Services Full time

Lead ESC LtdFull TimeAlausa, Lagos , 100001Lagos15/12/2025 - 31/01/2026 Customer Service - Healthcare/ Pharmaceutical

Job Position: Call Centre Agent

Job Location: Lagos, Alausa

Job Type: Full Time

Job Field: Operations

Reporting To: Supervisor/Manager

An established Health Maintenance Organization to provide end to end communication as an outbound and inbound communication service centre.

Responsibilities

Take customer calls and provide accurate, satisfactory answers to their queries and concerns.

De-escalate situations involving dissatisfied customers, offering patient assistance and support.

Call clients and customers to inform them about the company's new products, services, and policies.

Guide callers through troubleshooting, navigating the company site or using the products or services.

Active listening skills for determining customer needs

Patience to deal with frustrated customers in a polite, professional manner

The ability to follow call scripts, if needed

Collaborate with other call centre professionals to improve customer service.

Provide friendly, courteous service to customers always and ensure they finish their call with you satisfied and happy.

Escalate customer complaints to the complaints team or management.

Work in line with company KPI's regarding call volume and service levels.

Minimum Qualifications

Undergraduate.

At least minimum of 4 years of working in customer service role (HMO / Insurance only)

Technical Competencies:

Strong communication, both written and verbal

Great active listening skills

Exceptional interpersonal and rapport building skills.

A patient and empathetic attitude

Strong time management and organizational skills

Adaptability and flexibility

Comfortable working in fast-paced environments

Computer literacy

Phone skills, including familiarity with complex or multi-line phone systems.

In-depth knowledge of a company's products and/or services

Expertise in the customer service area they focus in, such as accounts, sales, technical support, or another area.

Able to multi-task effectively.

Behavioural Competencies:

Ability to work under pressure and multitask effectively.

Good Verbal communication & interpersonal Skills.

Attention to Detail.

Persuasive

How to Apply

Interested and qualified candidates should send their CVs to using the job title as the subject of the email.

More Information

Salary Offer Highly Competitive and Obtainable.

Address Alausa, Lagos