Contact Centre Agent Job at Ikeja Electricity Distribution Company Plc

Ikeja Electric is one of the largest power distribution companies in Nigeria, committed to delivering reliable and efficient electricity services to our customers. With a strong focus on innovation and sustainability, we aim to transform the energy landscape in Nigeria and contribute to the country's economic development. Our mission is to provide exceptional service while ensuring the safety and well-being of our employees and customers.

At Ikeja Electric, we don’t just power homes and businesses – we power careers. As a leading energy provider, we are committed to fostering a culture that champions integrity, innovation, and excellence. Our team is the heartbeat of our success, and we thrive on collaboration, continuous improvement, and creating a workplace where everyone can shine.

We are recruiting to fill the position below:

Job Position: Contact Centre Agent
Job Location: Ikeja, Lagos
Employment Type: Full-time

Role Purpose

• Responsible for receiving and responding to complaints received via the following medium: Phone Calls, Email, Social Media platforms (Facebook, Twitter) and Live-chat, handle the outbound telephony operations as well as ensuring that complaints are handled in a professional and courteous manner.

Role Accountabilities

• Manage all inbound or outbound customer conversations seamlessly on all channels voice, email, live chat, and social media- to authenticate customer information, validate customer details, inform customers of impending technician visits, collate customer availability status and update same on the relationship management tool.
• Effectively and professionally manage customer expectation at all levels by resolving most calls on the first contact or refer them to the correct department/unit for possible resolution.
• Effectively upsell self-service options to enhance customer satisfaction and delight
• Responding efficiently and accurately to customers, explaining possible solutions, and ensuring that customers feel supported and valued.
• Actively taking advantage of the instant feedback mechanism on the established social media platforms to engage customers with a view to resolution of complaints.
• Maximize resources by troubleshooting customers’ complaints in a bid to provide accurate, valid and complete information to customers.
• Sound Email etiquette needed to understand customer’s expectation, streamline communication and make the information being sent out clear and concise.
• Effectively listen to customers to better understand their grievances, paraphrase, summarize and document all interactions using specified platforms accurately.
• Drive improved presence and build customer loyalty by providing good service at all times.
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
• Assist in Carry out any other duties as requested by Head Customer Service and Head of Department.

Minimum Requirements

• First Degree in Art, Sciences and any other social science course
• At least 2 years of relevant work experience with call center (Inbound & Outbound), Live chat, social media and email management system.

Skills & Competencies:

• Ability to write emails in clear, concise and professional manner
• Good telephone handling skill
• Ability to verbally communicate in simple and clear terms
• Social Media Savvy
• Excellent knowledge of Facebook, Twitter, Instagram and other chat platforms’ best practices
• Good customer service management skills
• Good Analytical skills
• Excellent use of diction
• Proficiency in Microsoft office suites
• Customer Centricity
• People Leadership
• Risk Management
• Entrepreneurship
• Organisational Learning
• Change Management.