Call Centre Agent at Fort Knox Group

Salary: 230,000

Key Responsibilities

• Handle inbound and outbound customer calls, emails, and enquiries professionally 
• Provide accurate information, resolve complaints, and ensure customer satisfaction  
• Follow communication scripts and company guidelines when handling interactions 
• Identify customer needs and provide appropriate solutions or alternatives 
• Escalate complex or unresolved issues to the supervisor promptly 
• Maintain accurate records of customer interactions and complaints 
• Ensure timely response to emails and consistency in communication 
• Engage customers effectively and build strong relationships 
• Identify opportunities for upselling and cross-selling services 
• Meet daily and monthly call and performance targets 

Requirements & Qualifications

• Minimum of HND/B.Sc. in any discipline 
• At least 2 years’ experience in a call centre or customer service role 
• Experience in telecoms or customer-facing industries is an advantage 
• Strong verbal and written communication skills 
• Excellent customer service and interpersonal skills 
• Good listening and problem-solving abilities 
• Ability to multitask and manage time effectively 
• Familiarity with CRM systems and tools 
• Proficiency in Microsoft Office (Excel, Word, PowerPoint) 
• Strong telephone etiquette 
• Tech-savvy with a willingness to learn 
• Ability to work in a fast-paced environment 
• Team player with a results-driven mindset