14 Mar 2016

Full-Time Bilingual Call Centre Agent at Pal Pension

Toni AdewunmiLagos, Lagos, Nigeria

Job Description

Bilingual Call Centre Agent – NYSC Intern (Lagos)
Location(s): Nigeria / Lagos

Category: Customer Service

Level: Recent Grad

Job Type: Internship (Full-Time)

Min. Qualification: Bachelors

Min. Years of Experience: 0-1

Start date: 03/07/2016

Duration: months

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

Knowledge of administration and clerical processes

Job Categories: Customer Service Jobs Nigeria. Job Types: Full-Time. Job expires in Endless.

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