Contact Centre Officer at Careers Verified Limited

At Careers Verified, we go beyond narrowly defined client’s issues, we create opportunities for our clients, candidates, colleagues, collaborators, and the community. Through a network of diversified but highly complementary line of business, we help organizations find critical talent, access cutting-edge advice and get the innovative support they require to grow in a challenging market.

We partner with businesses and organizations of varying size and structure across diverse sectors, such as Oil and Gas, Engineering, Finance, Telecom, FMCG, Legal, Technology, Healthcare, Travel and Aviation etc. to enhance business performance and to optimize for growth to achieve exceptional results. What sets us apart is the depth of our capabilities, creative problem solving approach and proven track record in our practice area combined with in-depth knowledge of the realities of the industries we serve.

We are recruiting to fill the position below:

Job Title: Contact Centre Officer

Location: Ikeja, Lagos
Employment Type: Full-time

Job Description

• The Contact Center Officer serves as the primary point of contact for customers, addressing inquiries, resolving issues, and ensuring a seamless customer experience. They handle calls, emails, chats, or other communication channels professionally and efficiently, maintaining high service standards and fostering customer satisfaction.

Key Responsibilities
Customer Interaction:

• Respond promptly to customer inquiries via phone, email, chat, or other channels.
• Handle customer complaints and provide appropriate solutions within the established time limits.
• Record customer information and communication details accurately in the system.

Problem Resolution:

• Identify and assess customer needs to provide timely and effective solutions.
• Escalate unresolved issues to higher management or relevant departments as necessary.

Information Management:

• Stay updated on company products, services, policies, and procedures to assist customers effectively.
• Provide accurate information to customers regarding product usage, services, and promotions.

Operational Excellence:

• Meet or exceed key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
• Follow contact center scripts, guidelines, and compliance requirements.

Collaboration:

• Work with team members to ensure consistent service quality.
• Share customer feedback with the relevant teams to improve processes and offerings.

Administrative Tasks:

• Maintain detailed records of customer interactions.
• Generate and submit daily or weekly reports to the Contact Center Manager.

Requirements

• Candidates should possess OND / HND / Bachelor's Degrees.
• Experience: Previous experience in customer service or a contact center environment is preferred.
• Skills:
  • Excellent verbal and written communication skills.
  • Strong problem-solving and multitasking abilities.
  • Proficiency in customer relationship management (CRM) software and basic computer applications.
  • Empathy, patience, and a customer-centric approach.
  • Ability to handle high-pressure situations calmly and professionally.

Application Closing Date
31st December, 2024.

How to Apply
Interested and qualified candidates should:
Click here to apply online