Contact Centre Officer at Careers Verified Limited

Job Title: Contact Centre Officer

Job Description

• The Contact Center Officer serves as the primary point of contact for customers, addressing inquiries, resolving issues, and ensuring a seamless customer experience. They handle calls, emails, chats, or other communication channels professionally and efficiently, maintaining high service standards and fostering customer satisfaction.

Key Responsibilities
Customer Interaction:

• Respond promptly to customer inquiries via phone, email, chat, or other channels.
• Handle customer complaints and provide appropriate solutions within the established time limits.
• Record customer information and communication details accurately in the system.

Problem Resolution:

• Identify and assess customer needs to provide timely and effective solutions.
• Escalate unresolved issues to higher management or relevant departments as necessary.

Information Management:

• Stay updated on company products, services, policies, and procedures to assist customers effectively.
• Provide accurate information to customers regarding product usage, services, and promotions.

Operational Excellence:

• Meet or exceed key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
• Follow contact center scripts, guidelines, and compliance requirements.

Collaboration:

• Work with team members to ensure consistent service quality.
• Share customer feedback with the relevant teams to improve processes and offerings.

Administrative Tasks:

• Maintain detailed records of customer interactions.
• Generate and submit daily or weekly reports to the Contact Center Manager.

Requirements

• Candidates should possess OND / HND / Bachelor’s Degrees.
• Experience: Previous experience in customer service or a contact center environment is preferred.
• Skills:
  • Excellent verbal and written communication skills.
  • Strong problem-solving and multitasking abilities.
  • Proficiency in customer relationship management (CRM) software and basic computer applications.
  • Empathy, patience, and a customer-centric approach.
  • Ability to handle high-pressure situations calmly and professionally.

Application Instructions:

The application deadline is on 31st December, 2024. Qualified and interested candidates can: Click here to apply online. It is important to visit the official website (link found below) for detailed information on how to apply successfully for this vacancy.

Website:
Official Job Website: https://www.careersverified.net/

Note:

Due to the nature of this role we will be reviewing applications on an ongoing basis and the role might be filled and closed before the closing date. Early applications are encouraged.