Recruitment at Lorache Consulting (Graduate and Exp.Job) [3 positions]

Lorache Consulting – Our client, is currently seeking to employ suitably qualified candidate to fill the position below:

Job Title: Call Agents (Outbound & Inbound)
Location: Lagos

Job Roles

Handle customers complaint, request and queries via inbound calls.
Ensure relevant communication, data and record are updated and recorded accordingly.
Identify and escalate situation requiring urgent attention to appropriate department.
Build customer interest in product and services for all queries being attended to.
Ensure that calls are answered within defined threshold of 20seconds.
Will be responsible for calling customers who are overdue on payments on their accounts.
Make calls to customers who have previously indicated a need for help with technical problems.
Prepare daily activities report and share with TL/ Supervisor and HOD.

Function/Domain:

Requirements
Essential Attribute:

Computer Knowledge, Internet and Tech Savvy, Customer queries resolving skills, Sales Acumen, Customer focus, Excel Knowledge is a must, Languages (Hausa, Igbo, Yoruba and English)

Desired Attribute:

Qualification and Desired Experience:

Job Title: Call Agent Supervisor
Location: Lagos

Job Roles

To monitor transaction quality of CSD,(Outbound/Inbound/Backend/Frontend)agents.
To monitor performance report of teams.
Responsible for team motivation and create team synergy for enhanced KPI performance.
Maintain records of QA reports history of official of officials and share them with supervisors /HOD.
Prepare monthly performance for management review and action.
Audit processes for identifying process gap and provide input for process efficiency.
Conduct root cause and training needs analysis for various process.

Essential Attribution:

Customer focus, Result Oriented, Leadership quality, Energetic and Assertive, Knowledge of AVAYA and recording structure, Proficient with Excel, Word, PowerPoint and Team player.

Desired Attributes: Relevant Industry Experience, should have planning and organizing skills. Good interpersonal skills

Requirements

Job Title: Customer Interaction Supervisor
Location: Lagos

Basic Function

Organizes and directs the day-to-day activities related to the operation of the Call Center.
Responsible for managing, training & guiding call center agents in performing their duties.
Provides support, reports & resolves problems and complaints.
Carries out supervision, coaching, call monitoring, training, reviewing and disciplining of all operators/agents.
Attends, follows up & resolves customer complaints.
Carries out performance monitoring, measurement and evaluation of all operators/agents to improve efficiency.
Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.
Monitors agents & contact center performance, and analyzes reports.
Helps developing schedules to ensure adequate staffing levels.
Supervises, plans and manages functions related to Call Center work area.
Oversees and directs the day-to-day activities of telephone operators and call center agents.
Acts as a source of information and answers operator/agents questions, assigns tasks, follows up and gives instructions as necessary.

Work Contact:

Routine contacts with HOD Customer Service. Frequent contact with employees in other departments for the exchange of information.

Minimum Requirements

Bachelor’s degree in Business Administration or related field.
Excellent command of English and other language.
Good knowledge of commonly used word processing, spreadsheet, and database software packages.
Five years customer service experience with at least two years in a supervisory experience leading teams (Call Center environment preferred).
Excellent communication, leadership and interpersonal skills.

How to Apply
Interested and qualified candidates should send their Applications and CV’s to: [email protected]

Application Deadline
15th September, 2016.