Interra Networks Ltd Recruitment for Call Centre Agent in Enugu/Imo

Interra Networks Ltd (Interra) is a leading provider of Information and Communications Technology (ICT) solutions for the private and public sector.
We develop, deploy and manage ICT products and services with a focus on the emerging markets of the world from as simple as a website to as complex as a secure IP-Voice Network, we can help turn your business needs into a working solution.

We bring our years of experience to bear in developing innovative solutions and partnering with our clients to ensure they derive maximum value from their technology projects.



Job Title:  Call Centre Agent
Location: Enugu/Owerri, Enugu/Imo
Major Duties and Responsibilities 

• Support and provide superior service via phones, e-mails and faxes as a receiver and caller
• Use questioning and listening skills that support effective telephone communication.
• Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
• Understand the impact of attitude in handling calls professionally
• Effectively deal with job stress, angry callers, and upset customers
• Use the most appropriate way to communicate with different behavior types on the telephone.
• Apply the elements of building positive rapport with different types of customers over the phone.
• Apply the proper telephone etiquette to satisfy various customer situations.
• Apply appropriate actions to effectively control a telephone call.
• Meets commitments to customers
• Obtains client information by interviewing clients and verifying information.
• Updates job knowledge by studying new product descriptions and participating in educational opportunities.
• Answer inquiries by clarifying desired information; researching, locating, and providing information.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfill requests by clarifying desired information; completing transactions; forwarding requests.
• Maintain CRM by entering information.
• Keep equipment operational by following established procedures; reporting malfunctions.
• Update job knowledge by participating in educational opportunities.
• Display Time flexibility towards shifts as per work floor requirements
• Other duties as assigned.

Person Specification 

• Strong Verbal Communication skills
• Strong Customer service Phone Skills
• Listening
• Data Entry Skills
• People Skills
• Attention to Detail
• Professional
• Ability to multitask

Qualification Required 

• Minimum of Bachelors degree in any field
• No experience required

How to Apply

Click Here to Apply 

Job Title:  Call Centre Team Lead
Location: Enugu/Owerri, Enugu/Imo
Major Duties and Responsibilities 

• Direct supervision of all call centre staff
• Monitoring call centre representatives and identify high and low performers by tracking their calls, customer satisfaction levels and general performance at work
• Handling of first level escalation.
• Monitoring random calls to improve quality, minimize errors and track operative performance
• Reviewing the performance of staff, identifying training needs and planning training sessions
• Recording statistics, user rates and the performance levels of the centre and preparing reports
• Handling the most complex customer complaints or enquiries
• Organizing staffing, including shift patterns and the number of staff required to meet demand
• Forecasting and analyzing data against budget figures on a weekly and/or monthly basis; improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products
• Manage team by walking around. Be visible to answer questions.
• Take calls that CCRs can’t handle and be available when an agent appears to need assistance.
• Monitor queue and track inbound calls. Keep CCRs aware of inbound calls, calls waiting, abandonment rate, etc.
• Motivate and encourage CCRs through positive communication and feedback
• Carry out any other duties as required
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Person Specification

• Highly self-motivated
• High leadership and mentoring skills
• Strong Communication (written and verbal) skills.
• Excellent computer and typing skills
• Should possess the skill to work both in team and also perform independently.
• Persuasive and patient
• Analytical
• Disciplined

How to Apply

Click Here to Apply