JOB TITLE: Call Center Agent

JOB LOCATION: Lagos
Employment Type: Full Time

JOB DETAILS:

• Responsible for the timely management of calls (both inbound and outbound); identifying customers’ needs and providing appropriate solutions to their complaints.

Responsibilities

• Answer incoming calls and respond to customer’s emails
• Management and resolve customer complaints
• Sell products and place customer orders in the computer system
• Identify and escalate issues to supervisors
• Provide product and service information to customers
• Research required information using available resources
• Research, identify, and resolve customer complaints using applicable software
• Process orders, forms, and application
• Route calls to appropriate resources.
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Upsell products and services.
• Complete call logs and reports.
• Other duties as assigned.

Requirements

• A First Degree in a relevant field
• Proficient in relevant computer applications
• 1-3 years of experience in a call center environment​
• Previous experience in a similar role, and high fluency in YORUBA, IGBO or HAUSA language.
• Excellent verbal & phone communication skills, with active listening.
• Excellent relationship management skills and highly developed emotional intelligence.
• Technical expert in related computer applications.
• Able to react effectively and calmly in emergencies.
• Able to maintain customer confidentiality.​

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