Talentivate.ng - Our client, a reputable Group of companies, is recruiting suitable and qualified candidates to fill the position below:
Job Summary
- Our client is looking for a dynamic and highly motivated professional with a passion for delivering outstanding customer experiences.
- We are actively searching for a Call Centre Agent to join our exceptional customer support team.
- In this pivotal role, you will be at the forefront of ensuring seamless service to our clients, orchestrating a symphony of support that leaves a lasting impression on our customers.
Job Responsibilities
Prompt Customer Support:
- Your dedication to swift and responsive customer support will set the gold standard for our team.
- You will be the go-to expert, ensuring that every customer inquiry is met with a rapid and effective response, whether it is through phone calls, emails, or other communication channels.
Issue Resolution and Escalation Management:
- Proficiency in identifying and resolving customer issues is paramount.
- Your goal will be to achieve first-contact resolution whenever possible, demonstrating your adeptness at problem-solving.
- For more complex issues, you will expertly navigate the escalation process, all while keeping our valued customers informed and assured.
Efficient Ticket Management:
- Our Call Centre Agent will be the maestro of ticket management, orchestrating a harmonious flow of inquiries.
- You will prioritize open tickets, ensuring that each customer’s voice is heard within a maximum of 60 minutes.
- Your meticulous record-keeping will be the backbone of our operation.
Product Information and Education:
- Your role extends beyond support; you will be a fountain of knowledge for our customers.
- Providing in-depth information and educational resources about our lottery products, including rules, regulations, and potential winnings, will be second nature to you.
- Guiding customers through the lottery process and addressing their queries or concerns will be your forte.
Timely, Courteous, and Accurate Communication:
- Every interaction you have with customers will be a masterpiece of courteous and professional communication.
- Your responses will not only be prompt but also accurate, informative, and in alignment with our company’s policies and procedures.
Documentation and Reporting:
- Your meticulous attention to detail will shine as you maintain comprehensive records of customer interactions, issues, and resolutions.
- Your analytical skills will come into play as you prepare regular reports and summaries to provide insights into customer trends and service performance.
Team Collaboration and Training:
- Collaboration will be key as you work seamlessly with team members to create a supportive work environment.
- Participating in ongoing training and development programs, you will elevate your colleagues; product knowledge and customer service skills.
Customer Outreach and Retention:
- You are not just solving issues; you are building relationships.
- Proactively engaging with customers, will strengthen their connection to our company.
- Your strategic initiatives, such as loyalty programs and personalized communications, will be instrumental in enhancing customer retention and satisfaction.
Requirements
- Candidates should possess minimum of HND / Bachelor's Degrees in Mass Communication or related courses
- 2+ years relevant work experience as a call center
- Strong written and verbal communication skills, with attention to detail
- Strong analytical, organizational, and multi-tasking skills.
- Energetic, highly self-motivated, and able to work efficiently and productively.