Contact Centre Agent at Catilas Resources Limited

Job Summary

• Catilas Resources Limited, on behalf of our client, a leading commercial bank in Nigeria, is seeking a customer-focused and target-driven Contact Centre Agent to provide prompt and professional support across multiple customer service channels.

Key Responsibilities

• Handle inbound customer enquiries, complaints, requests, and transaction-related issues via phone, email, chat, and other approved channels.
• Make outbound calls for customer follow-ups, service recovery, surveys, product promotion, and other engagement activities.
• Provide accurate information and basic support on the Bank’s products, services, and digital channels.
• Document customer interactions, complaints, and resolutions accurately on the CRM system.
• Identify and escalate complex or unresolved issues to the appropriate teams for timely resolution.
• Promote and cross-sell relevant banking products and services to customers.
• Maintain high service standards while adhering to the Bank’s policies, data protection, KYC, and regulatory requirements.
• Gather customer feedback and contribute to improving customer experience.

Requirements

• HND/Bachelor’s Degree in any discipline with a minimum of Lower Credit/Second Class Lower.
• Previous experience in a contact centre, customer service, banking, or related role is an advantage.
• Excellent verbal and written communication skills with strong active-listening ability.
• Customer-focused, adaptable, and able to handle multiple interactions effectively.
• Proficiency in CRM systems and digital communication channels is an advantage.
• Ability to work in a target-driven, fast-paced environment.
• NYSC completion/exemption certificate, compulsory
• Age limit is 29 years or below