Contact Centre Officer
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New
Job summary
The Contact Centre Agent handles inbound and outbound customer interactions via phone calls, WhatsApp, and emails. The role focuses on resolving enquiries promptly, providing accurate information, documenting interactions, and ensuring a positive customer experience in line with service standards.
Min Qualification:
HND
Experience Level:
Mid level
Experience Length:
4 years
Working Hours:
Full Time
Job descriptions & requirements
Responsibilities:
1. Monitor and evaluate customer interactions to assess satisfaction with products and services.
2. Ensure customer requests are addressed promptly and not left pending.
3. Verify that leads are correctly shared for the month and prepare management reports.
4. Establish and maintain high-quality standards and instructions for calls.
5. Document inspection processes, outcomes, and steps taken clearly and accurately.
6. Educate and train call centre agents, supervisors, and managers on Quality Assurance (QA) processes.
7. Evaluate employee capabilities using systematic criteria and testing methods.
8. Manage customer expectations professionally, anticipating and addressing their needs.
9. Analyse call quality and performance trends; provide recommendations for improvement.
10. Ensure all data is entered correctly and report call errors to authorized personnel.
11. Provide feedback to employees through clear, respectful criticism and praise.
12. Discuss results of employees’ work and professional/social behaviour in the workplace.
13. Ensure objective assessment of calls and strict adherence to company procedures.
1. Monitor and evaluate customer interactions to assess satisfaction with products and services.
2. Ensure customer requests are addressed promptly and not left pending.
3. Verify that leads are correctly shared for the month and prepare management reports.
4. Establish and maintain high-quality standards and instructions for calls.
5. Document inspection processes, outcomes, and steps taken clearly and accurately.
6. Educate and train call centre agents, supervisors, and managers on Quality Assurance (QA) processes.
7. Evaluate employee capabilities using systematic criteria and testing methods.
8. Manage customer expectations professionally, anticipating and addressing their needs.
9. Analyse call quality and performance trends; provide recommendations for improvement.
10. Ensure all data is entered correctly and report call errors to authorized personnel.
11. Provide feedback to employees through clear, respectful criticism and praise.
12. Discuss results of employees’ work and professional/social behaviour in the workplace.
13. Ensure objective assessment of calls and strict adherence to company procedures.
Requirements:
- Minimum academic qualification of HND/BSc
- Minimum of 4+ years of work experience in a Customer Service Manager Position.
- The candidate should have completed his/her NYSC
- Must be able to speak Hausa/Yoruba/Igbo and any other language
- Excellent verbal and written communication skills (Preferred)
- The ability to maintain calm under pressure (Preferred)
- A thorough knowledge of the product or service that the company they work for is offering (Preferred)
- Very Good use of Microsoft Office and proficient in the use of Excel (Preferred)
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