Call Centre Agent Job at Max Drive

Max Drive - We are a team of passionate people and a leading technology-enabled company driven by a vision to solve the mobility challenges in Africa. We want to get people and goods to their destinations hitch-free. It is personal for us because we understand the frustration of epileptic transportation. We are making mobility safe, affordable, accessible, and sustainable through the deployment of high-performance technologies and operators.

We are recruiting to fill the position below:

Job Position: Call Centre Agent

Job Location: Lagos
Job type: Contract

Job Description

• We are seeking a proactive and customer-focused Call Centre Agent to respond to enquiries and provide real-time solutions to customers (Champions).
• The ideal candidate will handle issues related to battery swaps, maintenance requests, payment disputes, and app-related concerns through phone support and IVR-guided self-service options.

Key Responsibilities

• Respond promptly and professionally to inbound calls from Champions regarding battery swaps, app issues, maintenance, and payment concerns.
• Deliver real-time solutions using call centre scripts and protocols to ensure customer satisfaction.
• Guide customers through IVR self-service options when applicable.
• Log all complaints and requests accurately in the MAXONE CRM system.
• Track the status of complaints, ensuring timely updates and follow-ups.
• Escalate complex or unresolved issues to the appropriate specialized teams as necessary.
• Maintain high standards of communication, empathy, and professionalism at all times.
• Collaborate with internal departments to ensure the resolution of customer issues.

Requirements

• Minimum Qualification: Higher National Diploma (HND) or equivalent.
• Experience: At least 2 years in a customer-facing call centre role.
• Excellent oral and written communication skills. ( Proficiency in other languages is an added advantage
• Ability to multitask and stay organized in a fast-paced environment.
• Strong verbal communication skills and problem-solving abilities.
• Familiarity with CRM systems; experience with MAXONE is a plus.
• Flexibility to work in shifts, including weekends and holidays as needed.

Benefits
What You’ll Get:

• Competitive pay & benefits
• Flexible work and a hybrid working model
• Unrivalled Learning and Development.