Jobs at BFREE Africa

Job Responsibilities

• Performs call monitoring and provides trend data, quality reports, and feedback to agents and line manager
• Reviews email responses and provides trend data, quality reports, and feedback to agents and line manager
• Participates in the design of call/email monitoring formats and quality standards.
• Participates in Member listening programs to identify customer needs and expectations.
• Facilitates call training and calibration sessions for call centre staff.
• Perform other duties as assigned.

Occupational Experience & Requirements

• 2-3 years Call Center Experience.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Focus on quality and customer service.
• Exceptional listening, comprehension and analytical skills.
• Solid time management skills.
• Creative ability & writing proficiency.
• Ability to multitask and successfully operate in a fast-paced, team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Must be proficient with Microsoft Office (intermediate Word and PowerPoint, basic Excel).

Knowledge, Skills & Attributes

• Excellent listening, verbal, written, and interpersonal communication skills
• Keen attention to detail
• Good judgment and decision-making capabilities
• An effective time manager who can perform in a fast-paced, deadline-oriented environment
• Knowledge of Microsoft Office Suite Products

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Job Description:

• Monitor all incoming calls from customers for all inquiries about products and services.
• Assist various departments to facilitate recovery.
• Analyze all customer issues and assist to resolve them within the required timeframe.
• Coordinate with customers and ensure appropriate questioning to identify issues.
• Manage all customer inquiries and summarize the same to be presented to management.
• Maintain knowledge on all customer requirements and provide appropriate solutions.
• Maintain accuracy of all data and verify the same for all customer services.
• Analyze all issues and recommend alternative solutions to ensure quick resolution.

Requirements:

• Previous experience working as a Call center agent/Customer service agent.
• Good Knowledge of Hausa language.
• Excellent typing Skills.
• Working knowledge of google workspace.
• Excellent communication and negotiating skills.
• Good listening skills and superb questioning techniques.

Proximity to Berger, Ikeja, Ketu, Magodo, Ojota and Ogudu

Compensation:

• Base salary of 75,000 NGN gross per month
• Performance-based bonus of NGN68K based on eligibility.
• HMO

Academic Qualifications:

B.Sc./HND/OND/NCE in any field.