Contact Center Agents

Posted 2/13/2025 · last confirmed live 8/26/2026

Apply on Catilas Resources Limited’s site

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.

This role is published by Catilas Resources Limited on workable. SwiftFit is not the employer and does not accept applications.