Call Centre Agent (Hausa Speaking) at MacTay Consulting

Job Responsibilities

• Act as the first point of contact to customers working across multiple interaction channels.
• Resolve customer issues within the scope of existing service levels
• Maintaining a positive, empathetic, and professional attitude toward customers always.
• Follow communication procedures, guidelines, and policies while resolving customers’ complaints through multiple channels.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Be very conversant with all the banks products to be better equipped to provide support to customers’ enquiries and complaints
• Ensure that all customer interactions, feedbacks, and complaints are appropriately logged for tracking.
• Ensure that all escalated disputes are properly reviewed and resolved within the agreed SLA
• Respond promptly and effectively to escalated disputes and communicate findings to customers.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships through open and interactive communication
• Ensure the highest level of service standards are maintained.
• Any other duties as assigned

Job Requirements

• B.Sc / HND from any reputable institution
• 2 - 3 years experience.
• Knowledge of customer service practices and principles
• An understanding of banking procedures and policies and Computer literacy
• High degree of intelligence, communication and analytical skills
• Knowledge of the Financial Advisory and Intermediary Services Act.
• Good verbal communication skills – sincere and articulate.
• Passionate about service.
• Ability to multi-task, set priorities and manage time effectively
• Result oriented.
• Ability to listen and probe effectively to determine customers’ real needs.

Salary
N90,000- N100,000 monthly.