Call Centre Agent at Ikeja Electricity Distribution Company

Role Purpose;

A customer-focused individual; will be responsible for a number of customer-oriented tasks in a call center environment. These responsibilities include: responding to customer open/close requests, customer inquiries, and requests for account information, coordinating service requests, determining the most effective resolution to customer issues and maintaining customer accounts. 

Role Accountabilities;

• Respond to billing inquiries and handle customers’ high bill complaints
• Provide information about company programs, products and services
• Report electric emergencies and outages
• Provide data to customers requesting new services and/or construction
• Seek resolution of customer complaints
• Respond to utility commission and agency inquiries
• Updating customer account.

Experience and Qualification;
Qualification, Experience and Essential Knowledge;

Bachelor’s degree in any relevant field with a minimum of at least 2 years experience as a call center agent

Skills;

• Excellent oral/written communication and interpersonal skills
• Professional and courteous demeanor
• Ability to multi-task in a fast-paced, high-volume environment
• Excellent problem-resolution skills
• Strong systems skills
• Ability to learn, retain and apply large amounts of product, procedure, policy and system information
• Ability to meet established productivity, effectiveness, training, sales (if applicable) and quality goals
• Ability to accept and incorporate constructive feedback to improve performance
• Flexibility in responding to change or business needs
• Willingness to help peers
• Excellent attendance and punctuality
• Good team player
• Self-starter
• Male candidate is most preferred
• Candidate must be fluent in Igbo or Hausa language