Contact Center Agent

Job title : Contact Center Agent

Job Overview

• Engage current and potential customers to provide support, ensure customer satisfaction and retention towards the fulfilment of the strategic goal of the business at large.

Responsibilities

• Staying informed on social media trends, innovations, and changes.
• Act as the first point of contact to customers.
• Resolve customer issues within the scope of existing service level agreements.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Follow communication procedures, guidelines, and policies while resolving customers’ complaints through multiple channels.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions and resolve them.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Ensure that all escalated disputes are properly reviewed and resolved within the agreed SLA according to CBN guidelines.
• Respond promptly and effectively to escalated disputes and communicate findings to customers
• Provide feedback on the efficiency of the customer impacting processes for improvement purposes.
• Ensure customer satisfaction and provide professional customer support. 
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication
• Ensure the highest level of service standards are maintained.

Requirements

• HND/B.Sc(MBA added advantage)
• Minimum of 1-2 years’ experience in similar role.
• Excellent knowledge of social media best practices.
• Ability to effectively use a variety of social media platforms, such as Twitter, Facebook, Instagram, LinkedIn, and Google+.
• ·Working knowledge of social media tools, such as HootSuite, Buffer, and Google Analytics
• Conversant with major Telephony and CRM applications used across the industry.
• Ability to deal with diverse problems using facts, judgement and discretion to resolve them.
• Have an instinct around anticipating and handling problems, crafting solutions, communicate them to clients
• Ability to probe effectively for understanding.
• Listening attentively to customers on every complaint.
• Offer customer a solution or an alternative that best meets their needs.
• Knowledge of customer service practices and principles
• An understanding of banking procedures and policies and Computer literacy
• High degree of intelligence, communication and analytical skills
• Knowledge of the Financial Advisory and Intermediary Services Act.