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:

• Customer Service/ Customer interaction group.

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:

• 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
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

• Qualification: Graduate / Post graduate.


• Desired Experience: 3/5 Years

 

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.

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