Call Centre Agent at LEAD Enterprise Support Company Limited

Job Summary

• A Health Maintenance Organization in Lagos is seeking a qualified and competent candidate to fill the following position of Call Centre Agent.

Key Responsibilities

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Call clients and customers to inform them about the company’s new products, services, and policies.
• Guide callers through troubleshooting, navigating the company site, or using the products or services.
• Active listening skills for determining customer needs.
• Patience to deal with frustrated customers in a polite, professional manner.
• The ability to follow call scripts, if needed.
• Collaborate with other call centre professionals to improve customer service.
• Provide friendly, courteous service to customers always and ensure they finish their call with you satisfied and happy.
• Escalate customer complaints to the complaints team or management.
• Work in line with company KPIs regarding call volume and service levels.

Job Requirements

• Candidate must be an undergraduate with at least 4 years of working in a customer service role (HMO / Insurance only).
• Strong communication, both written and verbal.
• Great active listening skills.
• Exceptional interpersonal and rapport-building skills.
• A patient and empathetic attitude.
• Strong time management and organizational skills.
• Adaptability and flexibility.
• Comfortable working in fast-paced environments.
• Computer literacy.
• Phone skills, including familiarity with complex or multi-line phone systems.
• In-depth knowledge of a company’s products and/or services.
• Expertise in the customer service area they focus on, such as accounts, sales, technical support, or another area.