Call Centre Agent needed at IpNX Nigeria Limited

Job Expired
  • This job has expired!
Save 2 months ago

Job title : Call Centre Agent jobs in Lagos

Job Location : Lagos

Deadline : March 29, 2023

Quick Recommended Links

Purpose of the Job (Brief)
The Call Center agent deals with customers via telephone, Internet, e-mail and instant messaging. They are required to handle a variety of functions, including customer advocacy, technical support, cross-selling, up-selling and customer contact. Agents make an important contribution to customer satisfaction by providing a prompt, efficient and courteous service to callers.
Expected Key Results 

  • Ensure Customer satisfaction at every contact via Phone, emails and other online medium.
  • Follow up on unresolved complaints.
  • Ensure Customer satisfaction.
  • Excellent listening, questioning and communication skills.
  • Excellent E-mail writing skills.
  • Adhere to the telephone etiquette.

Call Center Supervisor

Call Center Agent

  • Informs customers by explaining procedures; answering questions; providing information and feedback.
  • Customer Engagement Follow communication scripts when handling different topics.
  • Identify customer’ needs, clarify information, research every issue and provide solutions and/or alternatives.
  • Seize opportunities to upsell and cross sell when they arise.
  • Build sustainable relationships and engage customers by taking the extra mile.
  • Email handling and OTRS accuracy Prompt response to mails.
  • Ensure OTRS data accuracy and consistency.
  • Ensure responses are consistent with the contents of
  • the email. (Enquiry; feedback or complaint)
  • Response Time to Calls and Emails Ensure prompt response to in-bound calls.

Customer call frequency.

  • Must be clear, direct and not vague in their communication with customers (Calls and Emails).
  • Manage large amounts of inbound and/or outbound calls in a timely manner.
  • Meet personal/team qualitative and quantitative call targets.
  • Customer Retention Rate Provide excellent customer service in such a way that we can retain the customers.
  • Compile complaint call and log.
  • Must be the voice of the Customer.
  • Maintain a high completed Call rate Ensure that the Call abandonment rate is very less than 10%.
  • Maintain a call completion rate of 90%.
  • Ensure that in-bound calls are picked before the third ring.
  • Escalations Must escalations issues that they cannot handle to their supervisor.
  • Must avoid keeping the customer waiting on a call.
  • Identify and escalate priority issues observed.
  • Any other duties assigned by supervisor or manager

Educational Qualifications & Functional Skills:

  • Minimum Requirements: HND/, Any Discipline
  • Minimum Experience: 2 years’ experience in a contact center

Work Experience:

  • Customer Relations, Sales, Marketing, Human Relations
  • (Any other Human Related) in Telecoms company

Other Requirements:

  • Customer Focus
  • Tech savvy
  • Action orientation
  • Drive results
  • Cultivate Innovation
  • Ability to optimize work processes
  • Resilience
  • Self-Development
  • Ability to multitask, set priorities and manage time effectively
  • Nimble Learning
  • Good oral and written communication
  • Team player
  • Computer literacy
  • Familiarity with CRM systems and practices
  • Telephone Etiquette
  • Strong phone, verbal and writing communication skills along with active listening
  • Knowledge of Microsoft office. (Excel,
  • PowerPoint, Word, etc)

How to Apply for this Offer

Interested and Qualified candidates should Click here to Apply Now

  • Customer Service jobs
  • Call Centre Agent jobs