Job Title: Call Centre Agent
Organisation: Telnet Nigeria Limited
Job Code: 02/2013/PNL
Job Role: Call Centre Agent
Job Grade Level: Intermediate
Location: Lagos, Nigeria
Business Unit: PayCom
Job Objectives: Oversee and direct all marketing activities and establish marketing strategies to meet the company's organizational objectives. The preferred candidate should have at least 3 years cognate experience.
Responsibilities:
• Responsible for answering all inbound calls and answering questions covering interalia: Cash in, Cash out, Statement,
• Requests, Pin change, Agent Listing, Paycom subscriber sign up queries, Paycom agent sign up queries, lost card, Account closure, Reversals.
• Outbound: Follow up on customer acquisition programs and other outbound calls as directed by the head of operations.
• Escalate all technical related queries to the system administrative support officers on duty.
• Log all customer queries and keep records of all steps taken to resolve issues to completion.
• Follow up on any open matters raised and allocate tracking number. Record all steps taken to resolve the problem together with the individual to whom the matter was escalated.
• Monitor and respond to customer's complaint via email when required.
• Update the existing Paycom database (Simfonie) with changes and the status of each customer/prospective customer.
• Generate report for management according to the stipulated SLA.
• Any other duty as assigned by Supervisor.
Position and Qualification Requirement: B.Sc/HND in any discipline with minimum of Second Class Lower/Upper Credit division Minimum of 2 years post qualification experience in a similar role
Skills and Competences:
• Familiarity with telephone techniques and skills, ability to utilize PC keyboard efficiently and accurately.
• Demonstrated verbal communication skills and ability to convey information clearly and effectively
• Ability to effectively handle multiple tasks in a fast paced environment
• Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues
• Ability to resolve issues of conflict in a tactful and professional manner and to effectively diffuse irate callers
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