Call Center Representative

Responsibilities:

Handle customer interactions (calls and emails) promptly and professionally.

Listen to customers, understand their needs, and resolve complaints and issues.

Provide accurate information on products and services.

Follow communication scripts to ensure consistency and quality of service.

Ensure first call resolution through effective problem-solving and call handling.

Appropriately escalate customer dissatisfaction.

Maintain a positive and empathetic attitude towards customers at all times.

Maintain accurate and detailed records of interactions in the CRM system.

Participate in training and team meetings to improve performance.

Meet personal/team qualitative and quantitative targets.

Represent the organization and its clients with professionalism and integrity.

Requirements:

Previous experience in a customer service or call center environment (1+ years preferred)

Excellent written and verbal communication skills.

Strong problem-solving and active listening abilities.

Must have a good command of English and any of the major Nigerian languages (Yoruba, Igbo, or Hausa)

Ability to evaluate, troubleshoot, and follow up on customer issues.

Familiarity with CRM systems and practices.

Customer focus and adaptability to different personality types.

Ability to multi-task, set priorities, and manage time effectively.

Basic computer proficiency with accurate typing/data entry skills.

Track record of over-achieving quota.

Excellent interpersonal skills and the ability to build relationships with your team and customers.

High level of professionalism, empathy, and patience.

Willingness to work shifts, including weekends.

Highly reliable with the ability to maintain regular attendance and punctuality.