Call Center Agent

Macsfix Ltd

Admin & Office

Lagos Full Time

Banking, Finance & Insurance NGN 150,000 - 250,000

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Job Summary

We are seeking a Call Center Agent who will handle inbound and outbound calls, providing excellent customer service, addressing inquiries, resolving complaints, and ensuring customer satisfaction. The role requires strong communication skills, patience, and the ability to work efficiently in a fast-paced environment.

Minimum Qualification : OND
Experience Level : Entry level
Experience Length : No Experience/Less than 1 year

Job Description/Requirements

Responsibilities:

Answer incoming calls promptly and professionally.
Make outbound calls to follow up on customer issues, surveys, or sales leads (if required)
Provide accurate information regarding products, services, and company policies.
Resolve customer complaints by identifying the issue and offering appropriate solutions.
Escalate complex cases to supervisors or relevant departments when necessary.
Document all customer interactions in the call management system.
Maintain a positive, empathetic, and professional attitude toward customers at all times.
Meet daily, weekly, and monthly call targets and performance metrics.
Follow communication scripts and adherence guidelines when handling calls.
Participate in training sessions to improve product knowledge and service skills.

Requirements:

Education: Minimum of SSCE/OND; a Bachelor's degree is an advantage.
Experience: Prior customer service or call center experience is beneficial but not always required.
Excellent verbal communication
Active listening
Problem-solving and conflict resolution
Basic computer literacy
Ability to multitask and work under pressure

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