Call Center Agent at Outsource Company

Essential Duties and Responsibilities
The main functions include but are not limited to:

• Answering calls and responding to emails
• Handle customer inquiries both telephonically and by email
• Make outbound calls, receive inbound calls
• Maintains communication equipment by reporting problems.
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
• 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 orders, forms and applications
• Identify and escalate priority issues
• Route calls to appropriate resource
• Follow up customer calls where necessary
• Document all call information according to standard operating procedures
• Complete call logs

Minimum Qualification

• BA, B.Ed, B.Sc, HND, and other relevant qualifications.

Experience & Training:

• 0 - 2 years’ work experience.
• Previous experience in a Call Centre is a requirement.

Qualification/Requirements:

• Ability to work on the phone for extended periods of time
• Ability to speak, read and write English fluently
• Proficiency in Hausa language is required
• Ability to manage detailed information and handle Stress
• Excellent computer skills with an ability to type 30/40 wpm
• Ability to control call and politely keep potential client focused
• Good listening skills
• Excellent phone manner and strong communication skills; both written and oral