Bilingual Call Centre Agent in Lagos, Nigeria

Customer Service
Minimum Qualification
Required Experience
1 - 3 years
Employment Type
Full Time
Male or Female

Job Description

Job Description

•             Log on to Fonality and CRM between 8am-5pm

•             Answer phone promptly – 100% of all calls must be picked

•             Promptly respond to customer request both telephony and  email

•             Ensure an AHT of  2.15min per call

•             Log all queries received on CRM immediately

•             Research required information using available resources

Others Include:

-          Display polite phone etiquette while receiving customer’s call

-          Provide customers with product and service information

-          Identify, troubleshoot and resolve customer issues using the computer system - CRM

-          Interpret, verify and accurately enter data in CRM in processing customer’s call

-          Follow-up on customer enquiries not immediately resolved

-          Learn, understand and maintain knowledge of products and services offered by the company

-          Collect accurate and complete information from customers

-          Communicate with other units and all members of Customer Service Team

-          Attend and participate in company Quality Assurance and Compliance in-service/training programs on an ongoing basis

-          Collate report weekly

-          Research contribution  issues and resolve

-          Recognize, document and alert supervisor of trends in customer calls

-          Recommend process improvements


Desired Qualities

•             Bachelor’s Degree in any discipline

•             Proficient in relevant computer applications:(Microsoft Office Suite)

•             Required language proficiency - Ability to speak two Nigerian Languages

•             Knowledge of customer service principles and practices

•             Knowledge of call center telephony and technology

•             Some experience in a call center or customer service environment

•             Good data entry and typing skills



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