Job SummaryCatilas Resources Limited on behalf of our client, a leading commercial Bank in Nigeria Bank seeks to hire highly motivated Contact Center Agent. The ideal candidate will be confident, target-driven, customer-centric, and possess a proven track record in customer support. Responsibilities for this role include:Inbound Customer Support:Handling incoming calls, emails, chats, and other communication channels from customers seeking assistance, information, or issue resolution.Outbound Customer Engagement:Making outbound calls to customers for various purposes, such as surveys, follow-ups, sales, or appointment reminders.Technical Support: Providing technical assistance and troubleshooting for products or services. Guiding customers through problem-solving processes. Sales and Up-Selling: Handling sales inquiries and processing orders. Identifying opportunities for up-selling or cross-selling additional products or services. Customer Relationship Management (CRM): Updating and maintaining customer information in a CRM system. Documenting customer interactions and feedback. Multichannel Support:Managing customer communication across various channels, including phone, email, chat, social media i.e chat, Instagram, LinkedIn, and messaging apps e.t.c.Quality Assurance: Monitoring and evaluating customer interactions for quality and adherence to established standards. Providing feedback and coaching to agents for improvement. Training:Conducting training sessions for new agents on products, services, and communication skills.Escalation Management: Handling and escalating complex issues to higher levels of support or management when necessary. Ensuring timely resolution of escalated concerns. Feedback Collection: Gathering customer feedback through surveys, reviews, or other means. Using feedback to identify areas for improvement and enhance customer satisfaction. Compliance and Security: Ensuring that agents adhere to legal and regulatory requirements. Implementing security measures to protect customer data. RequirementsEducational Requirements: HND/Bachelors in any field (Minimum Grade of Lower Credit/Second Class Lower) Degree in Business, Marketing or related field is preferred. Skills Requirements: Previous experience in a customer support role. Track record of over-achieving quota. Strong phone and verbal communication skills along with active listening. Familiarity with CRM systems and practices. Customer focus and adaptability to different personality types. Ability to multi-task, set priorities, and manage time effectively. Job Location: Lagos and IbadanBenefitsSalary is attractive including HMO, Pension, Leave and 13-Month Allowances.
Job Summary
Catilas Resources Limited on behalf of our client, a leading commercial Bank in Nigeria Bank seeks to hire highly motivated Contact Center Agent. The ideal candidate will be confident, target-driven, customer-centric, and possess a proven track record in customer support. Responsibilities for this role include:
Inbound Customer Support:
- Handling incoming calls, emails, chats, and other communication channels from customers seeking assistance, information, or issue resolution.
Outbound Customer Engagement:
- Making outbound calls to customers for various purposes, such as surveys, follow-ups, sales, or appointment reminders.
Technical Support:
- Providing technical assistance and troubleshooting for products or services.
- Guiding customers through problem-solving processes.
Sales and Up-Selling:
- Handling sales inquiries and processing orders.
- Identifying opportunities for up-selling or cross-selling additional products or services.
Customer Relationship Management (CRM):
- Updating and maintaining customer information in a CRM system.
- Documenting customer interactions and feedback.
Multichannel Support:
- Managing customer communication across various channels, including phone, email, chat, social media i.e chat, Instagram, LinkedIn, and messaging apps e.t.c.
Quality Assurance:
- Monitoring and evaluating customer interactions for quality and adherence to established standards.
- Providing feedback and coaching to agents for improvement.
Training:
- Conducting training sessions for new agents on products, services, and communication skills.
Escalation Management:
- Handling and escalating complex issues to higher levels of support or management when necessary.
- Ensuring timely resolution of escalated concerns.
Feedback Collection:
- Gathering customer feedback through surveys, reviews, or other means.
- Using feedback to identify areas for improvement and enhance customer satisfaction.
Compliance and Security:
- Ensuring that agents adhere to legal and regulatory requirements.
- Implementing security measures to protect customer data.
Requirements
Educational Requirements:
- HND/Bachelors in any field (Minimum Grade of Lower Credit/Second Class Lower)
- Degree in Business, Marketing or related field is preferred.
Skills Requirements:
- Previous experience in a customer support role.
- Track record of over-achieving quota.
- Strong phone and verbal communication skills along with active listening.
- Familiarity with CRM systems and practices.
- Customer focus and adaptability to different personality types.
- Ability to multi-task, set priorities, and manage time effectively.
Job Location: Lagos and Ibadan
Benefits
Salary is attractive including HMO, Pension, Leave and 13-Month Allowances.
