Call Centre Agent in Lagos, Nigeria

at Arik Air

Industry
Airline / Aviation
Specialization
Customer Service
Minimum Qualification
HND
Required Experience
3 - 5 years
Employment Type
Full Time
Gender
Male or Female

Job Description

WORKING RELATIONSHIPS

  • Colleagues in different teams.
  • Internal Customers, Supervisors and Call Center Manager.
  • External Customers and Passengers
  • Statutory bodies like FAAN, NCAA as the case may be.

 

Job description

PRIMARY OBJECTIVE

  • To represent Arik Air in conducting inbound and outbound communication with prospects and Customers.

PRINCIPAL ACCOUNTABILITIES AND RESPONSIBILITIES

  • Ensure all inbound calls are answered in a courteous and timely manner.
  • Determines eligibility by comparing client information to requirements.
  • Establishes policies by entering client information, confirming pricing.
  • Informs clients by explaining procedures, answering questions, providing information.
  • Ensure call targets are met on a daily basis which is shift compliance.
  • Using appropriate escalation metrics.
  • Update job knowledge by studying new product descriptions, participating in educational opportunities and trainings.
  • Accomplishes sales and organizational mission by completing related results as required by the job role.
  • Research required information using available resources.
  • Manage and resolve customer complaints.
  • Complete call logs and produce call reports at the end of the shift for target evaluation.
  • Evaluate customer challenges and provide logical lasting solutions.
  • Manage customer loyalty by follow–up of Customer calls.
  • Manage correspondence and other management tasks.

PERSON SPECIFICATIONS

  • A minimum of a Bachelor’s degree in any discipline and post NYSC qualification.
  • Good and effective communication skills.
  • A good knowledge on the use of Microsoft office applications.
  • Ability to work independently with minimal supervision.
  • Ability to work innovatively and effectively under pressure.
  • A team player with the ability to work coercively with individuals from different cultural and ethnic backgrounds.
  • Proactive.
  • Attention to detail.
  • Ability to speak foreign language is an added advantage
  • Service oriented.
  • Analytical and logical thinking.

 

 

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