Contact Centre Agent

Responsibilities:

• Customer Service & Support: Handling inbound and outbound calls, emails, and chats, addressing customer inquiries, and resolving issues promptly and professionally.
  
• Tele-Sales & Upselling: Reaching out to prospective and existing customers to promote products/services, close sales, and achieve revenue targets.
  
• Collections & Debt Recovery: Engaging with customers to negotiate payment solutions, recover overdue balances, and maintain positive customer relationships.
  
• Customer Retention & Loyalty: Proactively engaging at-risk customers, resolving concerns, and providing solutions that drive retention and satisfaction.
  
• Technical & Product Support: Providing first-level troubleshooting and guidance for technical issues, escalating when necessary.
  
• Back-Office & Administrative Support: Documenting customer interactions, updating CRM systems, and ensuring accurate reporting and record-keeping.

Responsibilities:

• Manage inbound and outbound customer interactions across multiple channels (calls, email, chat, SMS, etc.).
• Deliver excellent customer experience by listening actively, understanding needs, and offering appropriate solutions.
• Meet and exceed performance metrics (e.g., quality, efficiency, sales targets, collections goals, customer satisfaction).
• Maintain accurate and timely records of all customer interactions.
• Handle complaints, provide resolutions, and escalate complex cases as required.
• Contribute to client campaigns by adapting communication styles and strategies to suit specific industries.
• Uphold company values of integrity, professionalism, and customer-first service at all times.
• Minimum of HND / B.Sc. in any relevant field from a recognized university
• At least 1–3 years’ experience in a contact centre, customer service, telesales, collections, or related role (fresh graduates with strong communication skills may also be considered).
• Excellent communication and interpersonal skills (fluent spoken and written English
• Ability to multitask, remain calm under pressure, and resolve conflicts diplomatically.
• Strong problem-solving skills and a customer-oriented mindset.
• Proficiency in basic computer applications (MS Office, CRM tools).