Call Centre Representative

About the Role

Avetium Consult Limited is looking for a dynamic and customer-focused Call Centre Representative to join our growing team in Nigeria. In this role, you will be the primary point of contact for our clients, ensuring every customer interaction is handled with professionalism, empathy, and efficiency to foster long-term loyalty and satisfaction.

• Manage high volumes of inbound and outbound customer calls in a timely and professional manner.
• Respond to customer enquiries, providing accurate, valid, and complete information using company guidelines.
• Identify and assess customers' needs to achieve satisfaction and resolve complaints effectively.
• Follow communication scripts, processes, and service level standards during every interaction.
• Make proactive follow-up calls to guarantee that customer issues are fully resolved.
• Meet and exceed personal and team performance targets, including KPIs for call volume, quality, and resolution times.
• Maintain strict confidentiality of customer records and sensitive company information.
• Collaborate seamlessly with team leads and cross-functional departments to escalate complex issues.

• Minimum of an Ordinary National Diploma (OND) in a relevant discipline.
• At least 2 years of proven work experience as a call centre representative or in a similar customer support role.
• Exceptional verbal and written communication skills in English, complemented by active listening.
• Strong problem-solving abilities and emotional resilience to handle challenging customer situations calmly.
• Proficiency in using Microsoft Office applications and customer relationship management (CRM) tools.
• Ability to thrive in a fast-paced, target-driven work environment.
• Flexibility to work on rotational shifts, weekends, and public holidays as required.

• Competitive salary and performance-based incentives.
• Comprehensive professional training, coaching, and career development opportunities.
• Health insurance and wellness support.
• A collaborative, inclusive, and vibrant work culture.

Skills