Job Title: Contact Centre Agent (Full-time)
Industry: Banking 
Location: Ikosi Lagos
Reports To: Contact Centre Supervisor/Manager
Renumeration:130k + benefits, HMO, pension 13th month

About Us:
Uconnect Nigeria a leading recruitment firm in Nigeria is seeking to hire 
Agent Field Officer in Lagos, for our client a commercial bank in Nigeria.

Key Responsibilities:.
- Handle high volumes of inbound and outbound calls in a professional and courteous manner.
- Provide information about products, services, and policies to customers.
- Address customer inquiries, concerns, and complaints promptly, ensuring high levels of customer satisfaction.
- Process customer orders, requests, and complaints, ensuring accurate and efficient resolution.
- Follow company guidelines and protocols for handling different types of calls and issues.
- Maintain detailed and accurate records of customer interactions in the CRM system.
- Escalate complex issues to the appropriate departments or senior staff when necessary.
- Adhere to the contact centre’s performance metrics, including call handling time and service levels.
- Participate in training and development programs as needed.
 

Key Requirements:
- Previous experience in a customer service or call centre role is preferred.
- Strong communication, active listening skills, and attention to detail.
- Ability to manage and resolve customer issues with empathy and professionalism.
- Basic knowledge of CRM systems or customer service software.
- Ability to handle difficult or irate customers calmly and effectively.
- Proficient in using computer systems and telecommunication equipment.
- Availability to work flexible hours, including evenings, weekends, and holidays as needed.

Education and Experience:
- High school diploma or equivalent (required).
- Additional customer service or call centre training is a plus.

Skills and Abilities:
- Strong interpersonal and communication skills (verbal and written).
- Problem-solving ability and analytical thinking.
- Patience and the ability to stay calm under pressure.
- Team player with the ability to work independently when needed.

Working Conditions:
- Full-time position, with shifts that may include evenings, weekends, and public holidays.
- Work is primarily conducted using a computer and phone.