MacTay Consulting is currently recruiting a PSB Contact Centre Agent to professionally handle inbound/outbound calls in terms of (inquiries, complaints, and requests) to maintain customer satisfaction and a good image for the client by providing prompt, efficient and courteous service to customers.
Job duties and responsibilities
Follow professional telephone etiquette/social media handling techniques and work policies to efficiently address various customer needs & concerns.
Handle inbound interactions received on the official social media platforms professionally to maintain customer satisfaction and a good image for the client by providing prompt, efficient and courteous service to followers.
Apply appropriate actions to effectively control a telephone call interaction that improve the call average handling time/interaction average response time.
Liaise with other units to ensure proper closure of pending customer inquiries/requests.
Ensure high service quality during inbound/outbound call interactions, and handle customer complaints according to the Contact Center-approved standards to maintain customer satisfaction.
Update customer records with details of the inquiry and the response to ensure the accuracy and availability of Customer records.
Post content on the official social media platforms (if needed) & within the agreed quality levels to maintain customer satisfaction.
Follow all relevant policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner
Follow the day-to-day operations related to own jobs in the Contact Center department to ensure continuity of work.
Comply with all relevant regulations, policies and codes of conduct to maintain a sound legal position and mitigate any potential risks.
Job requirements and qualifications
Candidates should possess a First degree/HND
1-2 years of experience will be an added advantage.
Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
Understanding of company products, services, and policies.
Proficiency with computers, especially with CRM software, and strong typing skills.
Ability to ask prying questions and diffuse tense situations.
Strong time management and decision-making skills.
Adaptability and accountability.
Fluency in multiple local languages, Hausa on priority.
With 40 years of experience, we have provided people management and human resource solutions to some of Africa's leading companies across diverse industries, including oil & gas, telecoms, manufacturing, financial services, FMCG, and technology.