Call Centre Agent at DKT International

Key Accountabilities/Responsibilities

• Manage inbound and outbound customer calls in a timely manner
• Provide accurate and satisfactory answers to family planning related queries and concerns
• Identify and escalate priority issues and report to the high-level management
• Guide callers through family planning methods, navigating the company site or using the products or services
• Following call centre “scripts” when handling topics on family planning/sexual reproductive health
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives
• Following up with customer calls where required

Qualification / Experience

• OND/HND/BSC in any related field
• Strong verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Exceptional interpersonal and rapport building skills
• Computer literacy
• In-depth knowledge of a company’s products and/or services
• Expertise in the customer service area they focus in, such as accounts, sales, technical support or another area
• Ability to communicate in English. Priority will be given to candidates who can speak the three most common Nigerian languages (Hausa, Yoruba, Igbo, and Pidgin)
• Previous experience in a customer support role
• Familiarity with CRM systems and practices