Entry Level Customer Service Representative at Outsource Nigeria

Job Summary

• The Contact Centre Agent is responsible for handling inbound and/or outbound customer interactions across multiple channels (calls, email, chat, social media).
• The role ensures excellent customer service, accurate information delivery, and effective issue resolution, while maintaining professionalism and adherence to company standards.

Key Responsibilities
Customer Interaction Management:

• Answer inbound calls promptly and professionally.
• Make outbound calls for sales, follow-up, verification, or customer surveys.
• Handle customer queries across email, live chat, WhatsApp, or social media, depending on assignment.
• Provide accurate information regarding products, services, policies, and procedures.

Issue Resolution & Escalation:

• Identify customer needs and resolve issues efficiently.
• Log all customer interactions in the CRM system.
• Escalate complex issues to the appropriate department or supervisor.
• Follow up on outstanding customer complaints until resolution.

Quality & Compliance:

• Adhere to scripts, call flows, and quality guidelines.
• Maintain confidentiality of customer information.
• Meet internal compliance, data security, and service protocols.
• Work in line with company and client SLAs.

Productivity & Performance:

• Achieve daily/weekly/monthly targets (AHT, FCR, sales conversion, attendance, etc.).
• Maintain high service ratings and customer satisfaction scores.
• Participate in coaching, briefings, and training sessions to enhance performance.

Documentation & Reporting:

• Update call logs, customer records, and case notes accurately.
• Provide feedback on customer issues, trends, and service improvements.

Teamwork & Collaboration:

• Collaborate with colleagues to deliver seamless customer service.
• Support team members during peak periods.
• Uphold the culture, values, and reputation of the organisation.

Qualifications & Skills
Education & Experience

• Minimum: OND / HND /BSc Degree preferred.
• Experience in a contact centre or customer-facing role is an added advantage.

Skills:

• Strong verbal and written communication skills.
  Excellent communication in English and any other 2 local languages
• Active listening and problem-solving skills.
• Ability to use CRM tools, call centre software, and basic computer applications.
• Good multitasking and time management ability.
• Ability to stay calm under pressure.

Personal Attributes:

• Customer-focused and empathetic.
• Professional, patient, and polite.
• Punctual and reliable.
• Willing to work flexible shifts, weekends, and holidays when necessary.

Languages:

• HAUSA, ENGLISH, YORUBA, IGBO.