Contact Center Agents

Catilas Resources Limited on behalf of our client, a leading commercial Bank in Nigeria Bank seeks to hire highly motivated Contact Center Agent. The ideal candidate will be confident, target-driven, customer-centric, and possess a proven track record in customer support. Responsibilities for this role include:

• Handling incoming calls, emails, chats, and other communication channels from customers seeking assistance, information, or issue resolution.

• Making outbound calls to customers for various purposes, such as surveys, follow-ups, sales, or appointment reminders.

• Providing technical assistance and troubleshooting for products or services.
• Guiding customers through problem-solving processes.

• Handling sales inquiries and processing orders.
• Identifying opportunities for up-selling or cross-selling additional products or services.

• Updating and maintaining customer information in a CRM system.
• Documenting customer interactions and feedback.

• Managing customer communication across various channels, including phone, email, chat, social media i.e chat, Instagram, LinkedIn, and messaging apps e.t.c.

• Monitoring and evaluating customer interactions for quality and adherence to established standards.
• Providing feedback and coaching to agents for improvement.

• Conducting training sessions for new agents on products, services, and communication skills.

• Handling and escalating complex issues to higher levels of support or management when necessary.
• Ensuring timely resolution of escalated concerns.

• Gathering customer feedback through surveys, reviews, or other means.
• Using feedback to identify areas for improvement and enhance customer satisfaction.

• Ensuring that agents adhere to legal and regulatory requirements.
• Implementing security measures to protect customer data.

• HND/Bachelors in any field (Minimum Grade of Lower Credit/Second Class Lower)
• Degree in Business, Marketing or related field is preferred.

• Previous experience in a customer support role.
• Track record of over-achieving quota.
• Strong phone and verbal communication skills along with active listening.
• Familiarity with CRM systems and practices.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities, and manage time effectively.