OVERVIEW

NICO Holdings Plc invites applications from suitably qualified individuals to fill the position of Call Centre Agent reporting to the Call Centre Supervisor.

The successful candidate will serve as the first point of contact for customers, responsible for delivering timely, accurate, and professional assistance through both inbound and outbound calls. The role involves addressing customer inquiries, resolving issues, and providing product or service information, ensuring that every interaction contributes to a positive customer experience.

Key Responsibilities

The incumbent’s key responsibilities shall, amongst others, include:

• Provide timely, accurate, and professional responses to customer inquiries.
• Verify customer details while delivering clear product or service information.
• Follow up with customers to resolve pending issues and ensure satisfaction.
• Address and troubleshoot customer issues to ensure a positive experience.
• Escalate unresolved or complex matters to supervisors while keeping customers updated.
• Accurately document all customer interactions and actions taken.
• Maintain up to date customer records to support service quality.
• Create and manage support tickets to track customer issues.
• Meet key performance metrics (AHT, FCR, CSAT) while following scripts, flows, and quality standards.
• Participate in ongoing trainings, stay updated on new systems or procedures, and provide feedback to improve service processes.

Required Skills, Competencies, and Abilities

• Strong problem solving and troubleshooting ability.
• Strong customer service orientation and professionalism.
• High attention to detail and accuracy in all tasks.
• Effective multitasking and time management capability.
• Technical proficiency with CRM platforms and call centre systems.
• Strong teamwork and collaboration capability.

Qualifications and Experience

• Bachelor’s degree in Education, Communication, Business Administration or any other related field.
• A minimum of 1 year experience in call centre or customer service roles.
• Proven experience in handling customer queries, issue resolution, and call management.

• Provide timely, accurate, and professional responses to customer inquiries.
• Verify customer details while delivering clear product or service information.
• Follow up with customers to resolve pending issues and ensure satisfaction.
• Address and troubleshoot customer issues to ensure a positive experience.
• Escalate unresolved or complex matters to supervisors while keeping customers updated.
• Accurately document all customer interactions and actions taken.
• Maintain up to date customer records to support service quality.
• Create and manage support tickets to track customer issues.
• Meet key performance metrics (AHT, FCR, CSAT) while following scripts, flows, and quality standards.
• Participate in ongoing trainings, stay updated on new systems or procedures, and provide feedback to improve service processes.

• Strong problem solving and troubleshooting ability.
• Strong customer service orientation and professionalism.
• High attention to detail and accuracy in all tasks.
• Effective multitasking and time management capability.
• Technical proficiency with CRM platforms and call centre systems.
• Strong teamwork and collaboration capability.

• Bachelor’s degree in Education, Communication, Business Administration or any other related field.
• A minimum of 1 year experience in call centre or customer service roles.
• Proven experience in handling customer queries, issue resolution, and call management.