Call Centre Representative

We are recruiting to fill the position below:

Job Title: Call Centre Representative

Location: Victoria Island - Lekki, Lagos
Employment Type: Full-time

Job Summary

• The Call Centre Representative will serve as the first point of contact for customers, handling inquiries, complaints, and service requests with professionalism and efficiency.
• This role requires excellent communication skills and a deep understanding of customer service principles to ensure a positive experience for every caller.

Key Responsibilities
Customer Interaction:

• Handle a high volume of inbound and outbound calls in a timely manner.
• Answer customer questions, provide information, and resolve issues with a focus on first-call resolution.
• Escalate complex problems to the appropriate department or team lead when necessary.
• Maintain a polite, empathetic, and professional tone at all times.

Data Management and Reporting:

• Update customer information and records in the company database.
• Generate and submit daily or weekly reports on call volume, service issues, and customer feedback.
• Accurately document all customer interactions, including details of inquiries, comments, and complaints.

Product and Service Knowledge:

• Proactively identify customer needs and suggest appropriate products or services.
• Maintain a comprehensive understanding of the company's products, services, and policies.
• Continuously update knowledge to stay informed of any changes or new offerings.

Qualifications and Requirements

• Ability to multitask and perform well under pressure in a fast-paced environment.
• Strong problem-solving abilities and a customer-centric mindset.
• Proficiency in using call centre software and CRM systems.
• Proven experience in a call centre or a customer service role is highly preferred.
• A minimum of a Higher National Diploma or its equivalent is required.
• Excellent verbal and written communication skills.