Contact Centre Agent

2 weeks ago

Lagos, Lagos, Nigeria Outsource Nigeria Full time
  • The Contact Centre Agent is responsible for handling inbound and/or outbound customer interactions across multiple channels (calls, email, chat, social media).
  • The role ensures excellent customer service, accurate information delivery, and effective issue resolution, while maintaining professionalism and adherence to company standards.

Key Responsibilities

Customer Interaction Management:

  • Answer inbound calls promptly and professionally.
  • Make outbound calls for sales, follow-up, verification, or customer surveys.
  • Handle customer queries across email, live chat, WhatsApp, or social media, depending on assignment.
  • Provide accurate information regarding products, services, policies, and procedures.

Issue Resolution & Escalation:

  • Identify customer needs and resolve issues efficiently.
  • Log all customer interactions in the CRM system.
  • Escalate complex issues to the appropriate department or supervisor.
  • Follow up on outstanding customer complaints until resolution.

Quality & Compliance:

  • Adhere to scripts, call flows, and quality guidelines.
  • Maintain confidentiality of customer information.
  • Meet internal compliance, data security, and service protocols.
  • Work in line with company and client SLAs.

Productivity & Performance:

  • Achieve daily/weekly/monthly targets (AHT, FCR, sales conversion, attendance, etc.).
  • Maintain high service ratings and customer satisfaction scores.
  • Participate in coaching, briefings, and training sessions to enhance performance.

Documentation & Reporting:

  • Update call logs, customer records, and case notes accurately.
  • Provide feedback on customer issues, trends, and service improvements.

Teamwork & Collaboration:

  • Collaborate with colleagues to deliver seamless customer service.
  • Support team members during peak periods.
  • Uphold the culture, values, and reputation of the organisation.

Qualifications & Skills

Education & Experience

  • Minimum: OND / HND / BSc Degree preferred.
  • Experience in a contact centre or customer-facing role is an added advantage.

Skills:

  • Strong verbal and written communication skills.
  • Active listening and problem-solving skills.
  • Ability to use CRM tools, call centre software, and basic computer applications.
  • Good multitasking and time management ability.
  • Ability to stay calm under pressure.

Personal Attributes:

  • Customer-focused and empathetic.
  • Professional, patient, and polite.
  • Punctual and reliable.
  • Willing to work flexible shifts, weekends, and holidays when necessary.

Languages:

  • Hausa, English, Yoruba and Igbo.

Salary

N150,000 monthly.

Method of Application

Interested and qualified candidates should send their CV to: using the Job Position as the subject of the email.

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