Contact Centre Agent Job Vacancy at Kennedia Consulting Limited.

 Company Description:

Kennedia Consulting Limited - Our client is recruiting to fill the position below:

Job Title: Contact Centre Agent 

Job Location: Lagos
Employment Type: Full-time

Job Description: 

• Respond to customer inquiries and provide assistance via phone, email, chat, or other communication channels in a timely and professional manner.
• Identify customer needs and concerns, troubleshoot problems, and resolve issues efficiently to ensure customer satisfaction.
• Develop a comprehensive understanding of the company's products, services, policies, and procedures to provide accurate information to customers.
• Accurately document customer interactions, including details of inquiries, resolutions, and any follow-up actions required, using the company's CRM system.
• Escalate complex or unresolved issues to appropriate departments or supervisors for further investigation and resolution.
• Adhere to quality standards and guidelines for customer service, including maintaining professionalism, empathy, and adherence to company policies.
• Collaborate with team members and other departments to share knowledge, coordinate responses to customer inquiries, and contribute to continuous improvement initiatives.
• Meet or exceed performance targets and metrics, such as call handling time, first-call resolution rate, customer satisfaction scores, and adherence to schedules.
• Participate in ongoing training sessions and professional development opportunities to enhance product knowledge, communication skills, and customer service abilities.
• Ensure compliance with regulatory requirements, data protection laws, and company policies regarding customer information and confidentiality.

Job Requirements:

• Previous experience in customer service, call centre, or related roles preferred.
• Excellent verbal and written communication skills, with the ability to convey information clearly and effectively.
• Strong empathy and interpersonal skills to understand customer needs and concerns and provide appropriate assistance.
• Effective problem-solving and decision-making skills to address customer issues and find appropriate solutions.
• Basic computer skills and familiarity with CRM software, call centre technology, and other communication tools.

Salary
N150,000 Monthly with Pension and HMO.

Job Application Deadline:
23rd April, 2024.

Method of Application:
Interested and qualified candidates should send their Resume to: recruiterkcl@gmail.com using the job title as the subject of the mail.