Call Center Representative

Responsibilities:

• Handle customer interactions (calls and emails) promptly and professionally.
• Listen to customers, understand their needs, and resolve complaints and issues.
• Provide accurate information on products and services.
• Follow communication scripts to ensure consistency and quality of service.
• Ensure first call resolution through effective problem-solving and call handling.
• Appropriately escalate customer dissatisfaction.
• Maintain a positive and empathetic attitude towards customers at all times.
• Maintain accurate and detailed records of interactions in the CRM system.
• Participate in training and team meetings to improve performance.
• Meet personal/team qualitative and quantitative targets.
• Represent the organization and its clients with professionalism and integrity.

Requirements:

• Previous experience in a customer service or call center environment (1+ years preferred)
• Excellent written and verbal communication skills.
• Strong problem-solving and active listening abilities.
• Must have a good command of English and any of the major Nigerian languages (Yoruba, Igbo, or Hausa)
• Ability to evaluate, troubleshoot, and follow up on customer issues.
• Familiarity with CRM systems and practices.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities, and manage time effectively.
• Basic computer proficiency with accurate typing/data entry skills.
• Track record of over-achieving quota.
• Excellent interpersonal skills and the ability to build relationships with your team and customers.
• High level of professionalism, empathy, and patience.
• Willingness to work shifts, including weekends.
• Highly reliable with the ability to maintain regular attendance and punctuality.