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Contact Centre Agent at Express Resource Connect

Posted on Fri 07th Mar, 2025 - hotnigerianjobs.com --- (0 comments)


Express Resource Connect, a leading Consulting firm that links candidates to their employers, is  recruiting to fill the position below:

Job Title: Contact Centre Agent

Location: Ikeja, Lagos

Job Description

  • To serve as the first point of contact with customers in managing Enquiries, Requests, Complaints and Tele-sales.

Responsibilities

  • Act as the first contact point for customers resolving all enquiries/requests/complaints in line with defined standards and procedures for the Contact Centre (Standard Operating Procedures) and Coronation SL’s policies and procedures.
  • Analyze and interpret information given by the customer accurately and make appropriate decisions from a range of options, ensuring that they are made without bias, prejudice, or discrimination.
  • Perform business retention activities and educate customers on the Company’s products and services offerings.
  • Log all interactions completely and accurately on the Contact Centre application and the CRM solution.
  • Ensure that all escalations are in line with defined standards and procedures for the Contact Centre.
  • Respect the confidential or sensitive nature of customer enquiries and handle difficult or potentially aggressive situations appropriately.
  • Conduct customer satisfaction surveys and follow-up calls to customers to ensure satisfaction with the company’s products and services.
  • Perform outbound marketing activities as required including Lead identification and follow-up across all channels.
  • Achieve sales targets for tele-sales as defined by the Company.
  • Apply customer service policies in day-to-day interaction with the Company’s customers.
  • Co-operate with other individuals from own and other teams.
  • Work in a helpful and approachable manner as a member of the team to ensure overall performance targets are met.
  • Undertake any other duties as assigned by the Team Lead

Requirements

  • Bachelor's in Mass Communication, Marketing, Business or related discipline
  • Minimum of 2 years’ experience in a customer oriented role
  • Experience in the financial services industry will be an advantage
  • Excellent data entry and typing skills
  • Good knowledge of customer service practices and principles
  • Proficiency in the use of CRM and other applications used for issues resolution in the contact center
  • Good understanding of the various departments/ functions within the Company as well as their interdependencies/points of interaction with the contact center
  • Proficiency in the use of MS Office Suite especially MS Word and MS Excel
  • Excellent oral and written communication skills.

Application Closing Date
30th March, 2025.

How to Apply
Interested and qualified candidates should send their CV to: recruitment@express-resource.com using the Job Title as the subject of the mail.


  

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