Call Centre Agent Recruitment – Join a Leading Health Maintenance Organization in Lagos
Company: LEAD Enterprise Support Company Limited
Client: Health Maintenance Organization (HMO)
Location: Alausa, Ikeja, Lagos
Employment Type: Full-Time
Job Title:
Call Centre Agent
Job Summary:
A reputable Health Maintenance Organization (HMO) in Lagos is seeking a dedicated and qualified Call Centre Agent to join their customer service team and deliver top-tier support to clients.
Key Responsibilities:
- Handle customer inquiries, providing accurate information and satisfactory resolutions.
- De-escalate conflicts by offering patient, empathetic assistance to dissatisfied customers.
- Inform clients about the company’s latest products, services, and policies.
- Guide customers through troubleshooting processes, navigating the company website, and product/service usage.
- Exhibit strong active listening skills to identify and address customer needs.
- Maintain a professional demeanor to resolve customer frustrations calmly.
- Follow established call scripts as needed for consistent service delivery.
- Collaborate with team members to enhance customer service operations.
- Ensure positive customer experiences, leaving clients satisfied after each interaction.
- Escalate unresolved issues to the complaints department or management as necessary.
- Meet key performance indicators (KPIs) related to call volume and service quality.
Job Requirements:
- Must be an undergraduate with a minimum of 4 years of customer service experience in HMO or insurance sectors.
- Excellent verbal and written communication skills.
- Strong active listening and interpersonal abilities.
- Patience and empathy when handling customer concerns.
- Effective time management and organizational skills.
- Adaptable and flexible in fast-paced work environments.
- Proficient in computer operations and multi-line phone systems.
- In-depth knowledge of company products and services.
- Expertise in customer service functions such as accounts, sales, or technical support.
