Contact Centre Officer at Careers Verified Limited Full Time NEW

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.