About the Role
Catilas Resources Limited is currently recruiting a dynamic and customer-focused Contact Centre Agent on behalf of our client, a leading commercial bank in Nigeria. In this role, you will act as the primary voice of the bank, delivering prompt, professional, and efficient support to customers across various communication channels while driving service excellence and cross-selling financial solutions.
Key Responsibilities- Handle inbound customer enquiries, complaints, requests, and transaction-related issues via phone, email, chat, and digital channels.
- Make outbound calls for customer follow-ups, service recovery, satisfaction surveys, and product promotion activities.
- Provide accurate information and basic support regarding the bank's diverse products, services, and digital platforms.
- Document customer interactions, issues, and resolutions accurately within the CRM system.
- Identify and escalate complex or unresolved cases to appropriate internal departments for prompt resolution.
- Promote and cross-sell relevant banking products and services to align with business targets.
- Maintain high service standards while strictly adhering to internal policies, data protection protocols, KYC guidelines, and regulatory requirements.
- Gather valuable customer feedback to contribute to ongoing service delivery improvements.
- HND or Bachelor's Degree in any discipline with a minimum of Lower Credit or Second Class Lower.
- Previous experience working in a contact centre, customer service role, or the banking sector is an added advantage.
- Possession of an NYSC completion or exemption certificate is compulsory.
- Maximum age limit of 29 years old.
- Excellent verbal and written communication skills complemented by strong active-listening abilities.
- Highly customer-focused, adaptable, and capable of managing multiple interactions in a fast-paced environment.
- Proficiency in using CRM software and various digital communication channels.
- Driven by targets and capable of thriving under pressure.
- Competitive salary with performance-based incentives.
- Comprehensive professional training and career development opportunities.
- HMO health insurance coverage.
- A vibrant, collaborative, and growth-oriented work environment within the banking sector.