Call Center Agent (Students) - Imo at Interra Networks

Role Responsibilities

• Answer incoming calls, make outbound calls and respond to customer’s emails;
• Management and resolve customer complaints;
• Identify and escalate issues to supervisors;
• Provide necessary information and guidance to customers;
• Research required information using available resources;
• Research, identify, and resolve customer complaints using applicable software;
• Document all call information according to standard operating procedures;
• Recognize, document, and alert the management team of trends in customer calls;
• Follow up customer calls where necessary;
• Complete call logs.

Requirements

• S/he must have good understanding of English and any other major Nigerian Languages.
• Must be able to read, speak and write English language fluently.
• Accurate comprehension, interpretation and capturing of information, accuracy and timely response to calls.
• Proficient in usage of Microsoft packages.
• Knowledge of customer service telephony and technology (Successful Candidates would be taught)
• Experience in a call center or customer service environment would be an added advantage.
• Good data entry and typing skills.
• Knowledge of administration and clerical processes would be an added advantage.
• Good communication and presentation skills
• Ability to understand individual differences.
• Problem solving skills.
• Should be able to work Mondays to Sundays and at any other time as required.
• Proficiency in driving Sales will be an added advantage.
• Must have a service mentality.

Key Competencies:

• Verbal and written communication skills.
• Good Listening skills.
• Problems analysis and problem-solving skills.
• Excellent Customer Service Orientation.
• Organization skills.
• Attention to detail.
• Good Judgment skills.
• Team work.
• Stress tolerance.
• Time management skills.
• Persuasion skills.