Job Title: Call Centre Agent
Reference: ACN/COM/CCA/0313
Organisation: Aero Contractors Company of Nigeria Limited
Reports To: Call Centre Supervisor
Function: Commercial
Sub Function: Sales/ Customer Service
Location: Lagos
Purpose Statement: To ensure that customer needs with respect to flight reservations/ booking are fully met on every call through the achievement of quality and service targets and the delivery of first class customer service.
Key Accountabilities: – To achieve KPI and targets set as applicable. – To ensure that each customer receives high quality experience of professional service thus achieving your call quality targets. – To ensure that all necessary administrative work is completed accurately and promptly on each call thus achieving your error rate target. – To maximise productive ,,phone time- while working in the call centre, through achieving a calls per productive hour target. – To look for opportunities to maximise the sales potential of calls as appropriate – To put the customer at the centre of every communication and to match the benefits of the Aero offer against the customer needs on every call. – Achieve quality, error rate, schedule adherence, calls per productive hour and first time resolution targets.
Knowledge, Skills and Experience: – This position requires a graduate with a Degree/HND or any related discipline relevant to aviation. – A good knowledge of aviation industry will be an added advantage.Positive approach to issues, Team player with good inter-personal skills. – Customer service oriented. The ability to communicate effectively (verbally and in writing) with all levels of people. – Experience in Customer relations in a similar position as well as Multilingual proficiency will be an added advantage.
The following skills are essential: – Analytical ability – Excellent Customer Service Skills – Creative thinking and problem solving – Must be Computer Literate
Deadline: 29th March, 2013.
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