Contact Centre Agent Job at Express Resource Connect

Express Resource Connect, a leading Consulting firm that links candidates to their employers, is  recruiting to fill the position below:

Job Position: Contact Centre Agent

Job 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.
• 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.
• 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.
• 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 of 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/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.

Method of Application
Interested and qualified candidates should send their CV to: recruitment@express-resource.com using the Job Position as the subject of the mail.