Call Centre Agent at Max.ng

We are seeking a proactive and customer-focused Call Centre Agent to respond to enquiries and provide real-time solutions to customers (Champions). The ideal candidate will handle issues related to battery swaps, maintenance requests, payment disputes, and app-related concerns through phone support and IVR-guided self-service options.

Key Responsibilities

• Respond promptly and professionally to inbound calls from Champions regarding battery swaps, app issues, maintenance, and payment concerns.
• Deliver real-time solutions using call centre scripts and protocols to ensure customer satisfaction.
• Guide customers through IVR self-service options when applicable.
• Log all complaints and requests accurately in the MAXONE CRM system.
• Track the status of complaints, ensuring timely updates and follow-ups.
• Escalate complex or unresolved issues to the appropriate specialized teams as necessary.
• Maintain high standards of communication, empathy, and professionalism at all times.
• Collaborate with internal departments to ensure the resolution of customer issues.

Requirements

• Minimum Qualification: Higher National Diploma (HND) or equivalent.
• Experience: At least 2 years in a customer-facing call centre role.
• Excellent oral and written communication skills. ( Proficiency in other languages is an added advantage
• Strong verbal communication skills and problem-solving abilities.
• Familiarity with CRM systems; experience with MAXONE is a plus.
• Ability to multitask and stay organized in a fast-paced environment.
• Flexibility to work in shifts, including weekends and holidays as needed.