Call Centre Agent at Telnet Nigeria Limited

Telnet Nigeria Limited is a global information and communications Technology Company with the mission of providing technology enabled business solutions of the highest professional standard.

With a combination of unparalleled experience, expertise, strategic partnerships, quality services, innovation and entrepreneural spirit, we are uniquely positioned to serve the needs of our customers and help them meet their business objectives.

Telnet Nigeria Limited is a leading ICT firm seeks suitable candidates for the vacant position at its Head Office in Lagos

Job Title: Call Centre Agent
Job Code: 02/2013/PNL
Location: Lagos

Job Objectives
Oversee and direct all marketing activities and establish marketing strategies to meet the company’s organizational objectives. The preferred candidate should have at least 3 years cognate experience.

Responsibilities

• Responsible for answering all inbound calls and answering questions covering interalia: Cash in, Cash out, Statement,
• Requests, Pin change, Agent Listing, Paycom subscriber sign up queries, Paycom agent sign up queries, lost card, Account closure, Reversals.
• Outbound: Follow up on customer acquisition programs and other outbound calls as directed by the head of operations.
• Escalate all technical related queries to the system administrative support officers on duty.
• Log all customer queries and keep records of all steps taken to resolve issues to completion.
• Follow up on any open matters raised and allocate tracking number. Record all steps taken to resolve the problem together with the individual to whom the matter was escalated.
• Monitor and respond to customer’s complaint via email when required.
• Update the existing Paycom database (Simfonie) with changes and the status of each customer/prospective customer.
• Generate report for management according to the stipulated SLA.
• Any other duty as assigned by Supervisor.

Position and Qualification Requirement
B.Sc/HND in any discipline with minimum of Second Class Lower/Upper Credit division Minimum of 2 years post qualification experience in a similar role

Skills and Competences

• Familiarity with telephone techniques and skills, ability to utilize PC keyboard efficiently and accurately.
• Demonstrated verbal communication skills and ability to convey information clearly and effectively
• Ability to effectively handle multiple tasks in a fast paced environment
• Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues
• Ability to resolve issues of conflict in a tactful and professional manner and to effectively diffuse irate callers

Application Closing Date
31st May, 2013

Method of Application
Interested and qualified candidates should:
Click here to apply online