ipNX Call Centre Agent Jobs in Nigeria

ipNX Call Centre Agent Jobs in Nigeria



Job Description
  • Informs customers by explaining procedures; answering questions; providing information and feedback.
  • Customer Engagement
  • Follow communication scripts when handling different topics.
  • Identify customer’ needs, clarify information, research every issue and provide solutions and/or alternatives.
  • Seize opportunities to upsell and cross sell when they arise.
  • Build sustainable relationships and engage customers by taking the extra mile.
  • Email handling and OTRS accuracy
  • Prompt response to mails.
  • Ensure OTRS data accuracy and consistency.
  • Ensure responses are consistent with the contents of the email. (Enquiry; feedback or complaint)
  • Response Time to Calls and Emails
  • Ensure prompt response to in-bound calls.
  • Customer call frequency.
  • Must be clear, direct and not vague in their communication with customers (Calls and Emails).
  • Manage large amounts of inbound and/or outbound calls in a timely manner.
  • Meet personal/team qualitative and quantitative call targets.
  • Customer Retention Rate
  • Provide excellent customer service in such a way that we can retain the customers.
  • Compile complaint call and log.
  • Must be the voice of the Customer.
  • Maintain a high completed Call rate
  • Ensure that the Call abandonment rate is very less than 10%.
  • Maintain a call completion rate of 90%.
  • Ensure that in-bound calls are picked before the third ring.
  • Escalations
  • Must escalations issues that they cannot handle to their supervisor.
  • Must avoid keeping the customer waiting on a call.
  • Identify and escalate priority issues observed.
  • Any other duties assigned by supervisor or manager

    Educational Qualifications & Functional Skills
  • Minimum Requirements: HND / B.Sc, Any Discipline
  • Minimum Experience: 2 years experience in
    a contact center

    Work Experience:
  • Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) in
  • Telecoms company

    Other Requirements:
  • Customer Focus
  • Tech savvy
  • Action orientation
  • Drive results
  • Cultivate Innovation
  • Ability to optimize work processes
  • Resilience
  • Self-Development
  • Ability to multitask, set priorities and manage time effectively
  • Nimble Learning
  • Good oral and written communication
  • Team player
  • Computer literacy
  • Familiarity with CRM systems and practices
  • Telephone Etiquette
  • Strong phone, verbal and writing communication skills along with active listening
  • Knowledge of Microsoft office. (Excel, PowerPoint, Word, etc)

    How to Apply

    Interested and qualified candidates should send their Resume to: echukwudi@ipnxnigeria.net and Copy: cpaul@ipnxnigeria.net using the Job Title as the subject of the mail.

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