Operations Agent at Telecontact

SUBJECT: Subject should be Operations Agent ABV (for Abuja applications) or Operation Agent LOS (for Lagos Applications). Applications without proper subject will not be contacted

JOB DESCRIPTION:

Customer Service

• Provide client service excellence to customers: receive customers and answer to their enquires ;
• Querying and ensuring customers provide all required documents as stipulated in the checklist ;
• Offer Added Value Services (AVS) services to clients ;
• Confer with customers (by telephone or fact to face) to provide information about services ;
• Advice on applicable service fees and/or Added Value Services (AVS), collect deposits or payments, or arrange for billing ;
• Addressing Grievance Problems
• Escalate the problem to Supervisor ;

Quality Control

• Audit and ensure all required documents are filled ;
• Obtain and examine all relevant information/documents presented by customers ;
• Record & maintain all application data. Ensure accurate & timely data entry into the system with zero errors ;
• Escalate the quality control error to Operations Supervisor ;

Filling

Arrange and file applicant documents as stipulated in the playbook and the process notes ;

Security:

• Participate security related trainings ;
• Follow security related requirements when fulfilling the responsibilities of this position ;
• Report security incidents to the Supervisor when detected ;

Others

• Maintain a clean desk/workstation always ;
• Maintain floor order from customers at all-time;
• Support the provision of healthy and safe working environment through good inter personal and team practices ;
• Attends daily meeting. Immediately inform management of any problems or issues related to daily work and regularly make suggestions on how to improve efficiency and client service ;
• Maintain a professional appearance and friendly demeanor at all times ;