Catilas Resources Limited, on behalf of our client, a leading commercial bank in Nigeria, is seeking a customer-focused and target-driven Contact Centre Agent to provide prompt and professional support across multiple customer service channels.
Key Responsibilities
Handle inbound customer enquiries, complaints, requests, and transaction-related issues via phone, email, chat, and other approved channels.
Make outbound calls for customer follow-ups, service recovery, surveys, product promotion, and other engagement activities.
Provide accurate information and basic support on the Bank's products, services, and digital channels.
Document customer interactions, complaints, and resolutions accurately on the CRM system.
Identify and escalate complex or unresolved issues to the appropriate teams for timely resolution.
Promote and cross-sell relevant banking products and services to customers.
Maintain high service standards while adhering to the Bank's policies, data protection, KYC, and regulatory requirements.
Gather customer feedback and contribute to improving customer experience.
Requirements
HND/Bachelor's Degree in any discipline with a minimum of Lower Credit/Second Class Lower.
Previous experience in a contact centre, customer service, banking, or related role is an advantage.
Excellent verbal and written communication skills with strong active-listening ability.
Customer-focused, adaptable, and able to handle multiple interactions effectively.
Proficiency in CRM systems and digital communication channels is an advantage.
Ability to work in a target-driven, fast-paced environment.