Call Centre Agent at Mikano

Call Agent: Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information. 

Group / Department: Marketing/ Customer Care
Job Title: Call Agent
Direct Manager: Customer Care Supervisor

Accountabilities:

Answer calls and respond to emails
Handle customer inquiries both telephonically and by email
Research required information using available resources
Manage and resolve customer complaints
Provide customers with product and service information
Enter new customer information into system
Update existing customer information
Process information received by client, requests and inquiries
Identify and escalate priority issues
Route calls to appropriate departments
Follow up customer calls where necessary
Document all call information according to standard operating procedures
Complete call logs
Produce call reports, monitor the trend of activity
Carry out follow up campaigns and report activity and outcome

Job Dimensions

Serve as an intermediary between a company and its customers, answering consumer questions and helping resolve issues with a product or service; having the ability to communicate information from the client to the correct concerned division

Success Factors

Building a healthy and consistent relationship with customers
Representing the company at its best
Achieving maximum customer satisfaction
Ensuring all customer experiences are handled accordingly and are in line with the procedures and policies of the company
Increase customer engagement and awareness

External: customers, Prospects/Potential Customers

Internal:

Direct: Customer care call agents, Customer Care Supervisor, Customer Care Manager

Indirect: Sales Representatives, Operation Executives, Workshop Representatives, Marketing Personnel, IT, Finance Executive, Division Representatives

Communication & Working Relationships

External: customers, Prospects/Potential Customers, system provider

Internal:

Direct: Customer care call agents, Customer Care Supervisor, Marketing Manager, Sales Director/Manager, Managing Director, Head/GM of Operations, Finance Manager, Division Manager

Indirect: Sales Representatives, Branch Managers, Operation Executives, Workshop Representatives, Marketing Personnel, IT, Finance Executive, Division Representatives

Education / Knowledge / Experience / Skills

A. Education / Qualifications:

High school diploma or equivalent
Proficient in relevant computer applications
Required language proficiency in English (Hausa, Yoruba and Pigeon English is a plus)
Knowledge of customer service principles and practices
Knowledge of call center telephony and technology
Some experience in a call center or customer service environment
Good data entry and typing skills
Knowledge of administration and clerical processes

B. Experience: At least 4 years’ experience in the field, worked with a power generation company is a plus

C. Skills:

Verbal and written communication skills
Listening skills
Problem analysis and problem solving
Customer service orientation
Organizational skills
Attention to detail
Judgment
Adaptability
Team work
Stress tolerance
Resilience

Attributes / Personal Characteristics
Professionalism and work ethics
Positive attitude and energy
Proactive, persuasive and self-confident
Dedicated in delivering the objective and results