Call Centre Representative Job Type Full Time Qualification BA/BSc/HND Experience 0 – 5 years Location Lagos Job Field Customer Care Salary Range₦150,000 – ₦200,000/month
Job Summary
The Call Centre Representative will serve as the first point of contact for customers, handling inquiries, complaints, and service requests with professionalism and efficiency.
This role requires excellent communication skills and a deep understanding of customer service principles to ensure a positive experience for every caller.
Key Responsibilities
Customer Interaction:
Handle a high volume of inbound and outbound calls in a timely manner.
Answer customer questions, provide information, and resolve issues with a focus on first-call resolution.
Escalate complex problems to the appropriate department or team lead when necessary.
Maintain a polite, empathetic, and professional tone at all times.
Data Management and Reporting:
Accurately document all customer interactions, including details of inquiries, comments, and complaints.
Update customer information and records in the company database.
Generate and submit daily or weekly reports on call volume, service issues, and customer feedback.
Product and Service Knowledge:
Maintain a comprehensive understanding of the company\’s products, services, and policies.
Continuously update knowledge to stay informed of any changes or new offerings.
Proactively identify customer needs and suggest appropriate products or services.
Qualifications and Requirements
A minimum of a higher national diploma or its equivalent is required.
Proven experience in a call centre or a customer service role is highly preferred.
Excellent verbal and written communication skills.
Strong problem-solving abilities and a customer-centric mindset.
Proficiency in using call centre software and CRM systems.
Ability to multitask and perform well under pressure in a fast-paced environment.
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