Call Centre Representative at Alfred and Victoria Associates

Alfred & Victoria Associates is one of Nigeria’s leading ICT solution based company. Our company offers a wide range of services which are in high demand of today’s emerging market. AVA has three major arms which have been streamlined to meet our customer's needs. The three major arms are: Consulting, Recruitment and Training.

Alfred & Victoria Associates has become one of the most sought after Human Capital Development Organization in recent times. She is fast becoming the distinguished strategic partner required in all sectors of the economy, and also in the fast growing world of outsourcing which is now in huge demand in all profession.

We are recruiting to fill the position below:

Job Title: Call Centre Representative

Location: IKoyi / Lekki, Lagos
Employment Type:

Job Purpose

• We are looking for a Call Centre Representative that will be the liaison between our company and its current and potential customers.
• The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behaviour.

Responsibilities

• Manage large amounts of inbound and outbound calls in a timely manner
• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Follow communication “scripts” when handling different topics
• Seize opportunities to upsell products when they arise
• Meet personal/team qualitative and quantitative targets
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Call clients and customers to inform them about the company’s new products, services and policies
• Guide callers through troubleshooting, navigating the company site or using the products or services

Education

• Bachelor's Degree in Commerce or related fields is preferred.

Experience:

• 1 - 2 years of work experience.
• Prior experience with customer service and call centers in relevant job roles.

Key Skills and Competencies:

• Strong communication, both written and verbal
• Great active listening skills
• Exceptional interpersonal and rapport building skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Troubleshooting skills, either basic or advanced, depending on the role and industry
• Computer literacy
• Phone skills, including familiarity with complex or multi-line phone systems
• Expertise in the customer service area they focus in, such as accounts, sales, technical support or another area
• Ability to speak multiple languages, especially those common among callers.

Remuneration
Very attractive.

Application Closing Date
3pm on 7th September, 2022.