PSB Contact Centre Agents (Full time)

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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.

• • 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.

   

• • 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.
  • The candidates should be less than 30 years 

   

• N100,000.00

• 1 year

• 5 years

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