Contact Centre Agent

About this role

Full-time role for a customer-focused, target-driven individual to provide prompt support across multiple customer service channels for a leading Nigerian commercial bank, based in Marina, Lagos. The role involves handling inbound enquiries, making outbound follow-ups, and promoting banking products. It requires adherence to bank policies, data protection and regulatory requirements.

What you would do

• Handle inbound enquiries, complaints, requests, and transaction-related issues via phone, email, chat, and other approved channels.
• Make outbound calls for customer follow-ups, service recovery, surveys, product promotion, and other engagement activities.
• Provide accurate information and basic support on the Bank’s products, services, and digital channels.
• Document customer interactions, complaints, and resolutions accurately on the CRM system.
• Identify and escalate complex or unresolved issues to the appropriate teams for timely resolution.
• Promote and cross-sell relevant banking products and services to customers.

What they are asking for

• HND/Bachelor’s degree in any discipline with minimum of Lower Credit/Second Class Lower.
• NYSC completion/exemption certificate (compulsory).
• Age not more than 29 years.
• Previous experience in a contact centre, customer service, banking, or related role is an advantage.
• Excellent verbal and written communication skills with strong active listening.
• Proficiency in CRM systems and digital communication channels is an advantage; ability to work in a target-driven, fast-paced environment; customer-focused and adaptable.

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