Call Center Agent Job at ARM Pension Managers (PFA) Limited

ARM Pension Managers (PFA) Limited is one of the first seven Pension Fund Administrators (PFA) granted license by the National Pension Commission in December 2005. It is part of the Asset & Resource Management Company Limited (ARM) Group, one of Nigeria’s most prominent and respected financial service brands. We have pre-eminent reputation in Investment Management, Research and Pension Fund Management.

We are recruiting to fill the position below:

Job Position: Call Center Agent

Job Location: Lagos
Employment Type: Full Time
Department: Customer Experience

Summary

• Language Proficiency: HAUSA Fluency: HIGH Responsible for the timely management of calls (both inbound and outbound); identifying customers’ needs and providing appropriate solutions to their complaints.

Responsibilities

• Answer incoming calls and respond to customer’s emails
• Management and resolving customer complaints
• Sell products and place customer orders in the computer system
• Route calls to appropriate resources
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Identify and escalate issues to supervisors
• Provide product and service information to customers
• Research required information using available resources
• Research, identify, and resolve customer complaints using applicable software
• Process orders, forms, and application
• Upsell products and services
• Complete call logs and reports
• Other duties as assigned

Requirements

• A First Degree in a relevant field
• 1-3 years of experience in a call center environment?
• Technical expert in related computer applications.
• Able to react effectively and calmly in emergencies.
• Excellent verbal & phone communication skills, with active listening
• Excellent relationship management skills and highly developed emotional intelligence
• Able to maintain customer confidentiality.?
• Previous experience in a similar role, and high fluency in YORUBA, IGBO or HAUSA language
• Proficient in relevant computer applications