Mactay Consulting is recruiting to fill the role below.

Role: Call Center Agent
Location: Lagos
Sector: Banking

Job Responsibilities

Act as the first point of contact to customers working across multiple interaction channels.
Resolve customer issues within the scope of existing service levels
Maintaining a positive, empathetic, and professional attitude toward customers always.
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.
Be very conversant with all the bank's products to be better equipped to provide support to customers’ inquiries and complaints
Ensure that all customer interactions, feedback, and complaints are appropriately logged for tracking.
Ensure that all escalated disputes are properly reviewed and resolved within the agreed SLA
Respond promptly and effectively to escalated disputes and communicate findings to customers.
Providing feedback on the efficiency of the customer service process.
Ensure customer satisfaction and provide professional customer support.
Identify and assess customers' needs to achieve satisfaction.
Build sustainable relationships through open and interactive communication
Ensure the highest level of service standards are maintained.
Any other duties as assigned

Job Requirements

B.Sc / HND from any reputable institution
At least 1 year of work experience as a Call Center agent or similar
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.
Good verbal communication skills – sincere and articulate.
Passionate about service.
Ability to multi-task, set priorities and manage time effectively
Result oriented.
Ability to listen and probe effectively to determine customers’ real needs.

Complete the form in the link below to apply
https://forms.gle/cgWnVsAE8KK95mz98