Job Title: Contact Center Agent
Location: Lagos
Employment Type: Full-time
About ipNX:
ipNX is one of Nigeria’s fastest-growing Information and Communications Technology (ICT) companies, delivering innovative and world-class services to enterprises, small businesses, and residents. With over a decade of experience, we are committed to identifying, satisfying, and exceeding market needs through the expertise of highly skilled professionals.
We are seeking a dedicated and customer-focused Contact Center Agent to join our team in Lagos. This role is pivotal in delivering exceptional customer service, resolving inquiries, and ensuring a positive experience for our customers.
Job Summary:
The Contact Center Agent will handle inbound and outbound customer interactions, providing accurate information, resolving issues, and ensuring customer satisfaction. As the first point of contact for customers, the agent will play a key role in supporting the company’s products and services while maintaining high standards of professionalism and efficiency.
Key Responsibilities:
- Customer Interaction:
- Answer incoming customer calls, emails, and chat inquiries in a professional and timely manner.
- Provide accurate information about products, services, promotions, and technical support.
- Issue Resolution:
- Resolve customer issues, complaints, and inquiries with a focus on customer satisfaction.
- Escalate complex issues to the appropriate department or supervisor when necessary.
- Documentation & Reporting:
- Accurately document customer interactions and resolutions in the CRM system.
- Achieve individual and team performance targets, including call handling time and customer satisfaction scores.
- Compliance & Quality Assurance:
- Adhere to company policies, compliance requirements, and quality assurance standards.
- Participate in ongoing training sessions to enhance knowledge and customer service skills.
- Service Requests & Account Management:
- Process service requests, billing inquiries, and account modifications as needed.
- Maintain a strong knowledge of company offerings, policies, and procedures.
Qualifications & Requirements:
- Education: HND or Bachelor’s degree in any discipline.
- Experience:
- Prior experience in a contact center, customer service, or telecommunications industry is an advantage.
- Skills:
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict resolution abilities.
- Proficiency in using computers, CRM systems, and Microsoft Office applications.
- Ability to multitask and work effectively in a fast-paced environment.
What We Offer:
- The opportunity to work with one of Nigeria’s fastest-growing ICT companies.
- A dynamic and inclusive work environment that values professionalism and customer satisfaction.
- Competitive compensation and opportunities for professional growth.
How to Apply:
If you are a customer-focused professional with excellent communication skills and a passion for delivering exceptional service, we encourage you to apply.
Application Deadline:
11th March, 2025
Why Join ipNX?
- Be part of a forward-thinking company that is redefining ICT services in Nigeria.
- Contribute to delivering innovative solutions that meet the needs of businesses and residents.
- Work in a supportive environment that fosters growth, creativity, and excellence.
Take the next step in your career with ipNX. Apply today!
