Job Title: Customer Service Officer (Call Center)
Company: MacTay Consulting
Location: Lagos, Nigeria
Employment Type: Full-Time
Salary: NGN 200,000
About MacTay Consulting:
MacTay Consulting is a leading management consulting firm in Nigeria, providing exceptional HR services since 1982. With a strong track record of delivering customized solutions, we help organizations across Africa achieve their business goals.
Job Brief:
We are seeking a Customer Service Officer (Call Center) to join our team. In this role, you will be responsible for delivering outstanding customer service to subscribers by addressing inquiries, resolving complaints, providing product information, and assisting with account management. You will interact with customers via phone calls, emails, and live chat while adhering to company standards and achieving key performance metrics such as call resolution rates and customer satisfaction levels.
Key Responsibilities:
- Respond to customer calls regarding billing issues, service inquiries, product information, account updates, and complaints.
- Identify the root cause of customer issues, provide effective solutions, and ensure timely resolution in line with company guidelines.
- Proactively recommend relevant products and services to customers based on their needs and current plans.
- Accurately document customer interactions, including details of inquiries, complaints, and resolutions, in the CRM system.
- Maintain high customer service standards by meeting established quality metrics, such as call handling time, first-contact resolution, and customer satisfaction.
- Stay updated on the latest company products, services, policies, and system updates to provide accurate information to customers.
Requirements and Skills:
- Bachelor’s degree in any field of study.
- 0–1 year of work experience.
- Excellent communication and interpersonal skills.
- Strong listening and problem-solving abilities.
- Completion of the National Youth Service Corps (NYSC) program is mandatory.
- Basic knowledge of customer service principles and practices.
How to Apply:
Interested and qualified candidates are encouraged to apply by submitting their CV and cover letter. Please ensure your application highlights your suitability for the role.
Join MacTay Consulting and be part of a team that values excellence, innovation, and customer satisfaction!
