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

Posted on :

13 Sep, 2016

Category :

Customer Service Jobs in Nigeria, Graduate Jobs in Nigeria

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

Job Title: Call Agents (Outbound & Inbound)

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.


  • Customer Service/ Customer interaction group.

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:

  • Relevant industry experience Preferred.

Qualification and Desired Experience:

  • Candidate should possess Graduate / Post Graduate qualification.
  • Must have  1-3 Years


Job Title: Call Agent Supervisor

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


  • Qualification: Graduate / Post graduate.
  • Desired Experience: 3/5 Years


Job Title: Customer Interaction Supervisor

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.

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