Call Center Officer

Job Description – Call Center Officer

Company: BlueWave New Energy Technology Nigeria Company

 Location: Lagos, Nigeria

 Position: Call Center Officer

1. Job Purpose

The Call Center Officer will be responsible for handling both outbound sales calls and after-sales customer support, ensuring timely communication, high conversion efficiency, and customer satisfaction. The role supports the company’s sales, marketing, and service operations through proactive calling, data tracking, and coordination.

2. Key Responsibilities

(1) Sales Outbound & Lead Management

1.  Conduct outbound calls to potential customers, distributors, and project leads to promote BlueWave’s solar and energy-storage products.

1.  Follow up on marketing campaign leads, quotation inquiries, and distributor applications to drive conversion into actual sales.

1.  Accurately record customer information, call feedback, and sales progress in the CRM system.

1.  Meet daily and weekly call targets, including call volume, connection rate, and conversion rate.

1.  Provide timely feedback on market trends, customer needs, and competitor activities collected during calls.

(2) After-Sales Support & Customer Service

1.  Receive inbound calls regarding product usage, installation status, and maintenance requests, and route them to the right departments.

1.  Follow up on installation progress, warranty claims, and technical support cases to ensure customers receive timely responses.

1.  Conduct satisfaction surveys and courtesy calls after service completion to maintain positive customer relationships.

1.  Log all service tickets, customer issues, and resolutions in the CRM system.

(3) Communication & Team Coordination

1.  Collaborate closely with the sales, technical, and after-sales teams to ensure seamless communication between departments.

1.  Participate in daily briefings and performance meetings to review targets, share feedback, and plan improvement actions.

1.  Support the Call Center Supervisor in optimizing scripts, workflows, and customer databases.

3. Qualifications & Requirements

1.  Diploma or Bachelor’s degree in Marketing, Communication, Business, or related fields.

1.  At least 2 years of experience in a call center, telesales, or customer service environment.

1.  Excellent verbal communication and persuasion skills; confident telephone manner.

1.  Basic knowledge of CRM systems, lead tracking, and Microsoft Office tools.

1.  Fluency in English is required; knowledge of local languages (Yoruba, Hausa, Igbo) is an advantage.

1.  Goal-oriented, disciplined, and capable of working under pressure to meet sales and service targets.

4. Salary & Benefits

•  Compensation: Competitive base salary + performance bonus (based on sales and service KPIs)

•  Benefits: Paid annual leave, social insurance, bonus, and internal promotion opportunities

5. Application Method

 Email Subject: “Application for Call Center Officer – [Your Name]”