Contact Center Agents

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.