CONTACT CENTER AGENT (HAUSA SPEAKER) AT WORKFORCE GROUP | CONTACT CENTER JOBS IN LAGOS

About Company:

Workforce Group is a Management Consulting and Outsourcing Professional Services Firm. Following its inception in July 2004, Workforce Management Centre Limited (Workforce) has built an enviable reputation as the leading indigenous management and professional services consulting firm in Nigeria. Drawing from its Deep Domain Expertise, in the area of organizational effectiveness and employee performance, the Company is positioned to assist businesses across diverse sectors of the economy in their quest to create sustainable value for their stakeholders.

Job Description:

We are seeking a clear-spoken and customer-centric Contact Center Agent who is fluent in Hausa to join our team in Yaba. In this role, you will serve as the primary point of contact for our Hausa-speaking customers, providing exceptional support, resolving inquiries, and ensuring a seamless service experience.

The ideal candidate possesses strong listening skills, a patient temperament, and the ability to translate complex information into simple, understandable terms for a diverse caller base.

Requirements:

Customer Support & Issue Resolution

• Inbound Relations: Handle incoming calls, emails, or chat messages from Hausa-speaking customers regarding product inquiries, service issues, or general support.

• Problem Solving: Efficiently troubleshoot customer complaints and provide accurate solutions or escalations where necessary.

• Language Specialist: Provide real-time translation or specialized support for customers who prefer communicating in Hausa.

Data Management & Quality Assurance

• Call Documentation: Maintain detailed and accurate records of all customer interactions within the CRM system.

• Performance Metrics: Consistently meet or exceed key performance indicators (KPIs) such as Average Handling Time (AHT) and Customer Satisfaction (CSAT) scores.

• Feedback Loop: Report recurring customer issues or patterns to management to help improve service delivery and product offerings.

Qualifications and Skills:

• Language: Must be fluent in Hausa (spoken and written). Proficiency in English is also required.

• Education: Minimum of OND, HND, or BSc in any discipline.

• Age Limit: Must not be more than 28 years of age.

• Communication: Exceptional verbal communication and active listening skills.

• Technical Skills: Basic computer literacy and familiarity with CRM tools or data entry.

• Interpersonal Skills: A patient, empathetic, and professional phone manner.

Salary

Application Closing Date: Not specified

Application Instructions:

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