Call Centre Agent

Job Summary: 

A Health Maintenance Organization in Lagos is seeking a qualified and competent candidate to fill the following position of CALL CENTRE AGENT.

Key Responsibilities: 

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Call clients and customers to inform them about the company’s new products, services, and policies.
• Guide callers through troubleshooting, navigating the company site, or using the products or services.
• Active listening skills for determining customer needs.
• Patience to deal with frustrated customers in a polite, professional manner.
• The ability to follow call scripts, if needed.
• Collaborate with other call centre professionals to improve customer service.
• Provide friendly, courteous service to customers always and ensure they finish their call with you satisfied and happy.
• Escalate customer complaints to the complaints team or management.
• Work in line with company KPIs regarding call volume and service levels.

Job Requirements: 

1. Candidate must be an undergraduate with at least 4 years of working in a customer service role (HMO / Insurance only).
2. Strong communication, both written and verbal.
3. Great active listening skills.
4. Exceptional interpersonal and rapport-building skills.
5. A patient and empathetic attitude.
6. Strong time management and organizational skills.
7. Adaptability and flexibility.
8. Comfortable working in fast-paced environments.
9. Computer literacy.
10. Phone skills, including familiarity with complex or multi-line phone systems.
11. In-depth knowledge of a company’s products and/or services.
12. Expertise in the customer service area they focus on, such as accounts, sales, technical support, or another area.

Salary: ₦150,000 and above.

Location: Alausa, Ikeja, Lagos.

How To Apply

Interested and qualified candidates should send their CVs to [email protected] using the job title as the subject of the application OR apply here: https://bit.ly/4iYetcz