Call Center Agent

FULL-TIME

Lagos, Nigeria

Closing: 31 Aug 2022

ARM Pensions

5, Mekunwen Road Off Oyinkan Abayomi Drive Ikoyi, Lagos

https://armpension.com

Summary

Language Proficiency: HAUSA Fluency: HIGH Responsible for the timely management of calls (both inbound and outbound); identifying customers’ needs and providing appropriate solutions to their complaints.

Responsibilities

  • Answer incoming calls and respond to customer’s emails
  • Management and resolve customer complaints
  • Sell products and place customer orders in the computer system
  • Identify and escalate issues to supervisors
  • Provide product and service information to customers
  • Research required information using available resources
  • Research, identify, and resolve customer complaints using applicable software
  • Process orders, forms, and application
  • Route calls to appropriate resources
  • Document all call information according to standard operating procedures
  • Recognize, document, and alert the management team of trends in customer calls
  • Follow up customer calls where necessary
  • Upsell products and services
  • Complete call logs and reports
  • Other duties as assigned

Requirements

  • A first degree in a relevant field


  • 1-3 years of experience in a call center environment​


  • Technical expert in related computer applications.
  • Able to react effectively and calmly in emergencies.
  • Able to maintain customer confidentiality.​
  • Previous experience in a similar role, and high fluency in YORUBA, IGBO or HAUSA language
  • Excellent verbal & phone communication skills, with active listening
  • Excellent relationship management skills and highly developed emotional intelligence
  • Proficient in relevant computer applications


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Job Overview

  • Department

    Customer Experience
  • Experience

    1 - 5 Year(s)
  • Education

    Bachelors
  • Competency

    - Communication
    - Customer Service Orientation
    - Communicating Effectively