Contact Centre Agent at Kennedia Consulting Limited

Kennedia Consulting Limited – Our client is recruiting to fill the position below:

Job Title: Contact Centre Agent 

Location: Lagos
Employment Type: Full-time

Responsibilities

• Respond to customer inquiries and provide assistance via phone, email, chat, or other communication channels in a timely and professional manner.
• Identify customer needs and concerns, troubleshoot problems, and resolve issues efficiently to ensure customer satisfaction.
• Develop a comprehensive understanding of the company’s products, services, policies, and procedures to provide accurate information to customers.
• Accurately document customer interactions, including details of inquiries, resolutions, and any follow-up actions required, using the company’s CRM system.
• Meet or exceed performance targets and metrics, such as call handling time, first-call resolution rate, customer satisfaction scores, and adherence to schedules.
• Participate in ongoing training sessions and professional development opportunities to enhance product knowledge, communication skills, and customer service abilities.
• Ensure compliance with regulatory requirements, data protection laws, and company policies regarding customer information and confidentiality.
• Escalate complex or unresolved issues to appropriate departments or supervisors for further investigation and resolution.
• Adhere to quality standards and guidelines for customer service, including maintaining professionalism, empathy, and adherence to company policies.
• Collaborate with team members and other departments to share knowledge, coordinate responses to customer inquiries, and contribute to continuous improvement initiatives.

Qualifications

• Previous experience in customer service, call centre, or related roles preferred.
• Excellent verbal and written communication skills, with the ability to convey information clearly and effectively.
• Effective problem-solving and decision-making skills to address customer issues and find appropriate solutions.
• Basic computer skills and familiarity with CRM software, call centre technology, and other communication tools.
• Strong empathy and interpersonal skills to understand customer needs and concerns and provide appropriate assistance.

Salary
N150,000 Monthly with Pension and HMO.

How to apply
Interested and qualified candidates should send their Resume to: [email protected] using the job title as the subject of the mail

Application Deadline 23rd April, 2024.