Contact Centre Agent at Outsource Nigeria - Omni Channel

Outsource Nigeria - Omni Channel is a full-service Human Resources agency, specializing in providing outsourced turnkey manpower solutions to growing companies. Our solution include HR Services, Recruiting, Accounting, IT Support, Business Intelligence, Developers, and Operations including management and field / phone / automated based resources. The core of Outsource Nigeria’s success is its people.

We are recruiting to fill the position below:

Job Title: Contact Centre Agent

Location: Lagos
Employment Type: Full-time

Job Summary

• The Contact Centre Agent is responsible for handling inbound and/or outbound customer interactions across multiple channels (calls, email, chat, social media).
• The role ensures excellent customer service, accurate information delivery, and effective issue resolution, while maintaining professionalism and adherence to company standards.

Key Responsibilities
Customer Interaction Management:

• Answer inbound calls promptly and professionally.
• Make outbound calls for sales, follow-up, verification, or customer surveys.
• Handle customer queries across email, live chat, WhatsApp, or social media, depending on assignment.
• Provide accurate information regarding products, services, policies, and procedures.

Issue Resolution & Escalation:

• Identify customer needs and resolve issues efficiently.
• Log all customer interactions in the CRM system.
• Escalate complex issues to the appropriate department or supervisor.
• Follow up on outstanding customer complaints until resolution.

Quality & Compliance:

• Adhere to scripts, call flows, and quality guidelines.
• Maintain confidentiality of customer information.
• Meet internal compliance, data security, and service protocols.
• Work in line with company and client SLAs.

Productivity & Performance:

• Achieve daily/weekly/monthly targets (AHT, FCR, sales conversion, attendance, etc.).
• Maintain high service ratings and customer satisfaction scores.
• Participate in coaching, briefings, and training sessions to enhance performance.

Documentation & Reporting:

• Update call logs, customer records, and case notes accurately.
• Provide feedback on customer issues, trends, and service improvements.

Teamwork & Collaboration:

• Collaborate with colleagues to deliver seamless customer service.
• Support team members during peak periods.
• Uphold the culture, values, and reputation of the organisation.

Qualifications & Skills
Education & Experience

• Minimum: OND / HND / BSc Degree preferred.
• Experience in a contact centre or customer-facing role is an added advantage.

Skills:

• Strong verbal and written communication skills.
• Active listening and problem-solving skills.
• Ability to use CRM tools, call centre software, and basic computer applications.
• Good multitasking and time management ability.
• Ability to stay calm under pressure.

Personal Attributes:

• Customer-focused and empathetic.
• Professional, patient, and polite.
• Punctual and reliable.
• Willing to work flexible shifts, weekends, and holidays when necessary.

Languages:

• Hausa, English, Yoruba and Igbo.

Salary
N150,000 monthly.

Application Closing Date
31st December, 2025.

How to Apply
Interested and qualified candidates should send their CV to: jobs@outsourcenigeria.com using the Job Title as the subject of the email.