Call Center Agent Vacancy at the Outsource Company

The Outsource Company is an innovative, technology-driven and world-class firm offering business process outsourcing and other Information Technology enabled services. We are licensed by the Nigeria Communications Commission (NCC). We are recruiting to fill the position below: Job Title: Call Center Agent (Local Languages) Location: Lagos Job Descriptions

• Build customer interest in the service and product offered by the company
• Minor Technical Troubleshooting &gathering information from clients to identify root causes of their issues or dissatisfaction.
• Educate customer on new and existing products on the network
• Effective and professional Brand cross-selling of company products & services
• Follow through on commitments made to customers in the course of selling.
• Maintain a detailed knowledge of business processes and procedures
• Make use of the Customer Service Professional (CSP) behavioral pattern to give an indelible customer experience
• Perform other tasks as may be assigned by the Call Centre Management. These instructions would be reasonable and aligned to the Organization’s objectives.
• Deliver world class customer service by cross-selling with vibrancy and personal confidence
• Meet or exceed monthly performance goals including quality, adherence, sales target and others
• Provide accurate product information and serve as a knowledgeable resource for customer
• Manage daily customer requests and inquiries during contact, ensuring issues are accurately and promptly escalated to Supervisors for further escalation for resolution.
• Proffering appropriate causes of action to ensure the result is a win-win and document the interaction through CRM or contact tracking.

• Bachelor Degree/ Higher National Diploma / equivalent in any field (prefer Social Sciences)
• Excellent Communication (oral and written English)
• Should be customer centric and service oriented.
• Highly responsive and able to handle emergencies with a calm countenance.
• Self-driven and able to perform multiple tasks within a specific deadline.
• Multilingual - should be able to speak more than one of these Nigerian languages fluently (either Hausa, Ibo, Yoruba, or Pidgin)
• Tech Savvy - Comfortable using a computer and basic office applications, using social media, and email tools