- Job Title: Contact Centre Agent
- Location: Ikeja, Lagos
- Employment Type: Full-time
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About Ikeja Electric
Ikeja Electric is one of the largest power distribution companies in Nigeria, dedicated to delivering reliable, safe, and efficient electricity services. With innovation and sustainability at the core of our mission, we are committed to transforming the energy landscape while fostering a workplace that values integrity, excellence, collaboration, and continuous improvement.
At Ikeja Electric, we don’t just power homes and businesses – we power careers.
Role Purpose
The Contact Centre Agent will be responsible for managing customer interactions across multiple platforms, including phone calls, emails, social media, and live chat. The role requires handling inbound and outbound communications, resolving customer complaints, and ensuring all interactions are professional, courteous, and customer-focused.
Key Responsibilities
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Manage inbound and outbound customer interactions across voice, email, live chat, and social media.
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Authenticate and validate customer details while updating relationship management tools.
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Resolve most calls on the first contact or escalate appropriately to the right department/unit.
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Promote and upsell self-service options to enhance customer satisfaction.
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Respond to customer inquiries with clarity, accuracy, and professionalism.
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Monitor and engage with customers via established social media platforms to resolve complaints.
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Troubleshoot and provide accurate, valid, and complete information to customers.
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Draft clear, concise, and professional email responses in line with customer expectations.
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Listen attentively to customer concerns, summarize issues, and document interactions.
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Foster customer loyalty by consistently delivering quality service.
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Recommend process improvements to enhance service delivery.
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Perform additional tasks as assigned by the Head of Customer Service or Department.
Qualifications & Requirements
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Bachelor’s Degree in Arts, Sciences, or Social Sciences.
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Minimum of 2 years’ relevant experience in call center operations (Inbound & Outbound), live chat, social media, and email management.
Skills & Competencies
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Strong email and written communication skills.
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Clear and effective telephone communication.
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Customer service and relationship management expertise.
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Proficiency in Microsoft Office Suite.
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Social media savvy with knowledge of Facebook, Twitter, Instagram, and chat platforms’ best practices.
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Analytical problem-solving abilities.
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Excellent diction and professional communication.
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Competencies in customer centricity, people leadership, risk management, change management, and organizational learning.
