Call Center Agent at Pivotage Consulting

Ref No: CCA/1112/AF
Location: Victoria Island, Lagos
Type: Full Time
Career: Mid/Level Expert

Summary/Objective

• The Call Center Agent answers incoming calls from customers, responds to inquiries, manages complaints, troubleshoot significant customer service problems, and provides general information about the company.

Job Responsibilities

• Answering  incoming calls and respond to customer’s emails
• Managing  and resolving  customer complaints
• Selling  products and place customer orders in the computer system
• Identifying  and escalate issues to supervisors
• Providing  product and service information to customers
• Researching  required information using available resources
• Researching , identify, and resolve customer complaints using applicable software
• Processing orders, forms, and application
• Routing  calls to appropriate resources
• Documenting  all call information according to standard operating procedures
• Recognizing , document, and alert the management team of trends in customer calls
• Following up customer calls where necessary
• Upselling  products and services
• Completing  call logs and reports

Other Duties:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Job Competencies:

• Must have the ability to multitask and prioritize tasks.
• Must have excellent verbal and written communication skills.
• Must have In-depth understanding of entire MS Office suite.
• Must be able to react effectively and calmly in emergencies.
• Must be able to maintain customer confidentiality
• Must pay attention to detail and effective listening ability.

Job Requirements

• Must have a minimum of 1 to 3 years' in similar role
• Must have a Bachelor's degree in relevant discipline with a minimum of a Second Class Honours, Upper Division (2:1)
• Must have a working knowledge of MS Office packages
• Knowledge of customer service practices and principles
• Excellent data entry and typing skills

Salary
N60,000 Monthly.