# Contact Center Agents

> Catilas Resources Limited · Lagos, Nigeria · Full-time · Posted 2025-02-13

**Workplace:** on_site

## Description

**Job Summary**

Catilas Resources Limited on behalf of our client, a leading commercial Bank in Nigeria Bank seeks to hire highly motivated **Contact Center Agent**. The ideal candidate will be confident, target-driven, customer-centric, and possess a proven track record in customer support. Responsibilities for this role include:

**Inbound Customer Support:**

-   Handling incoming calls, emails, chats, and other communication channels from customers seeking assistance, information, or issue resolution.

**Outbound Customer Engagement:**

-   Making outbound calls to customers for various purposes, such as surveys, follow-ups, sales, or appointment reminders.

**Technical Support:**

-   Providing technical assistance and troubleshooting for products or services.
-   Guiding customers through problem-solving processes.

**Sales and Up-Selling:**

-   Handling sales inquiries and processing orders.
-   Identifying opportunities for up-selling or cross-selling additional products or services.

**Customer Relationship Management (CRM):**

-   Updating and maintaining customer information in a CRM system.
-   Documenting customer interactions and feedback.

**Multichannel Support:**

-   Managing customer communication across various channels, including phone, email, chat, social media i.e chat, Instagram, LinkedIn, and messaging apps e.t.c.

**Quality Assurance:**

-   Monitoring and evaluating customer interactions for quality and adherence to established standards.
-   Providing feedback and coaching to agents for improvement.

**Training:**

-   Conducting training sessions for new agents on products, services, and communication skills.

**Escalation Management:**

-   Handling and escalating complex issues to higher levels of support or management when necessary.
-   Ensuring timely resolution of escalated concerns.

**Feedback Collection:**

-   Gathering customer feedback through surveys, reviews, or other means.
-   Using feedback to identify areas for improvement and enhance customer satisfaction.

**Compliance and Security:**

-   Ensuring that agents adhere to legal and regulatory requirements.
-   Implementing security measures to protect customer data.

## Requirements

**Educational Requirements:**

-   HND/Bachelors in any field (Minimum Grade of Lower Credit/Second Class Lower)
-   Degree in Business, Marketing or related field is preferred.

**Skills Requirements:**

-   Previous experience in a customer support role.
-   Track record of over-achieving quota.
-   Strong phone and verbal communication skills along with active listening.
-   Familiarity with CRM systems and practices.
-   Customer focus and adaptability to different personality types.
-   Ability to multi-task, set priorities, and manage time effectively.

**Job Location: Lagos and Ibadan**

## Benefits

Salary is attractive including HMO, Pension, Leave and 13-Month Allowances.

## Apply

[Apply at Catilas Resources Limited](https://apply.workable.com/catilas-resources-limited/j/2B12E9EAFE/apply)

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