Express Resource Connect, a leading consulting firm that links candidates to their employers, is recruiting to fill the position below:
Job Title: Contact Centre Agent
Location: Ikeja, Lagos
Job Description:
- To serve as the first point of contact with customers in managing Enquiries, Requests, Complaints and Tele-sales.
Responsibilities:
- Act as the first contact point for customers resolving all enquiries/requests/complaints in line with defined standards and procedures for the Contact Centre (Standard Operating Procedures) and Coronation SL’s policies and procedures.
- Analyze and interpret information given by the customer accurately and make appropriate decisions from a range of options, ensuring that they are made without bias, prejudice, or discrimination.
- Perform business retention activities and educate customers on the Company’s products and services offerings.
- Log all interactions completely and accurately on the Contact Centre application and the CRM solution.
- Ensure that all escalations are in line with defined standards and procedures for the Contact Centre.
- Respect the confidential or sensitive nature of customer enquiries and handle difficult or potentially aggressive situations appropriately.
- Conduct customer satisfaction surveys and follow-up calls to customers to ensure satisfaction with the company’s products and services.
- Perform outbound marketing activities as required including Lead identification and follow-up across all channels.
- Achieve sales targets for tele-sales as defined by the Company.
- Apply customer service policies in day-to-day interaction with the Company’s customers.
- Co-operate with other individuals from own and other teams.
- Work in a helpful and approachable manner as a member of the team to ensure overall performance targets are met.
- Undertake any other duties as assigned by the Team Lead
Requirements:
- Bachelor’s in Mass Communication, Marketing, Business or related discipline
- Minimum of 2 years’ experience in a customer oriented role
- Experience in the financial services industry will be an advantage
- Excellent data entry and typing skills
- Good knowledge of customer service practices and principles
- Proficiency in the use of CRM and other applications used for issues resolution in the contact center
- Good understanding of the various departments/ functions within the Company as well as their interdependencies and points of interaction with the contact center
- Proficiency in the use of MS Office Suite especially MS Word and MS Excel
- Excellent oral and written communication skills.
Application Closing Date
30th March, 2025.
How to Apply:
Interested and qualified candidates should send their CVs to: recruitment@express-resource.com using the Job Title as the subject of the mail.
