Sun, 03 Mar 2024 12:03:29 GMT
Contact Center Agent

Contact Center Agent
Catilas Resources Limited, Nigeria

1 Year
0 - 0
Job Type
Job Shift
Job Category
Career Level
Bachelor's Degree
Total Vacancies
1 Job
Posted on
Jan 29, 2024
Last Date
Feb 29, 2024

Job Description

Job Summary

Catilas Resources Limited on behalf of our client, a leading commercial Bank urgently needs the services ofContact Center Agents. 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, and messaging apps.

Quality Assurance:

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


  • 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.


  • 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.
  • HND/B.SC school degrees.

Location: Lagos and Ibadan

Job Specification

Job Rewards and Benefits

Catilas Resources Limited

Information Technology and Services - Koko, Nigeria
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