Team Lead – Call Center at Talentivate

Talentivate.ng – Our client, a group of companies, is looking for appropriate and skilled applicants to fill the following positions:

Title: Team Lead – Call Center

Location: Lagos

Employment Type: Full-time

Job Summary

• Our client is looking for a dynamic and highly motivated professional with a passion for delivering outstanding customer experiences.
• We are actively searching for a Call Centre Lead to join our exceptional customer support team. In this pivotal role, you will be at the forefront of ensuring the seamless operation of our call center, orchestrating a symphony of support that leaves a lasting impression on our customers.

Job Responsibilities
Building Talking Scripts:

• As our Call Centre Lead, you will be the creative architect behind our customer interactions. Your expertise in crafting compelling and effective talking scripts will empower our team to engage customers with confidence, clarity, and enthusiasm.

Prompt Customer Support:

• Your dedication to swift and responsive customer support will set the gold standard for our team. You will be the go-to expert, ensuring that every customer inquiry is met with a rapid and effective response, whether it is through phone calls, emails, or other communication channels.

Issue Resolution and Escalation Management:

• Proficiency in identifying and resolving customer issues is paramount. Your goal will be to achieve first-contact resolution whenever possible, demonstrating your adeptness at problem-solving. For more complex issues, you will expertly navigate the escalation process, all while keeping our valued customers informed and assured.

Efficient Ticket Management:

• Our Call Centre Lead will be the maestro of ticket management, orchestrating a harmonious flow of inquiries. You will prioritize open tickets, ensuring that each customer’s voice is heard within a maximum of 60 minutes. Your meticulous record-keeping will be the backbone of our operation.

Product Information and Education:

• Your role extends beyond support; you will be a fountain of knowledge for our customers. Providing in-depth information and educational resources about our lottery products, including rules, regulations, and potential winnings, will be second nature to you. Guiding customers through the lottery process and addressing their queries or concerns will be your forte.

Timely, Courteous, and Accurate Communication:

• Every interaction you have with customers will be a masterpiece of courteous and professional communication. Your responses will not only be prompt but also accurate, informative, and in alignment with our company’s policies and procedures.

Documentation and Reporting:

• Your meticulous attention to detail will shine as you maintain comprehensive records of customer interactions, issues, and resolutions. Your analytical skills will come into play as you prepare regular reports and summaries to provide insights into customer trends and service performance.

Team Collaboration and Training:

• Collaboration will be key as you work seamlessly with team members to create a supportive work environment. Participating in ongoing training and development programs, you will elevate your colleagues; product knowledge and customer service skills.

Customer Outreach and Retention:

• You are not just solving issues; you are building relationships. Proactively engaging with customers, will strengthen their connection to our company. Your strategic initiatives, such as loyalty programs and personalized communications, will be instrumental in enhancing customer retention and satisfaction.

Requirements

• Minimum HND / B.Sc. in Mass Communication or related courses.
• Minimum 4 years experience as a call center and minimum 1 year as a team lead.
• Strong written and verbal communication skills, with attention to detail.
• Strong analytical, organizational, and multi-tasking skills.
• Energetic, highly self-motivated and able to work efficiently and productively.

Deadline: 25th October, 2023.

How to Apply: Interested and qualified candidates should send Click Here to apply online