Call Center Agent at Pivotage Consulting

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

Job Description
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 Requirements

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

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.

Salary
N60,000 / month