CONTACT CENTRE AGENT AT KENNEDIA CONSULTING | CONTACT CENTRE JOBS IN LAGOS

About Company:

Kennedia Consulting is an integrated advisory and professional services firm focused on helping organizations build strong people systems, make confident business decisions, and operate efficiently at scale.

Job Description:

We are seeking a high-velocity and strategically elite Contact Centre Agent to anchor the engagement engine of our Oniru operations. In the competitive service landscape of Lagos, success is defined by "Customer Sovereignty", the ability to harmonize high-volume inquiries with the clinical precision required for Resolution Accuracy, Product Information Fidelity, and Service-Level Agreement (SLA) Compliance. This role is designed for a "Communication Architect" with a B.Sc. (Minimum 2:2) and a maximum age of 26 years who can blend "Emotional Grit" (handling complaints) with the "Technical Agility" required to maintain meticulous records across all communication channels.

Requirements:

1. Interaction Orchestration & Communication Governance

• Channel Sovereignty: Manage inbound and outbound calls and digital interactions with millimetric focus, acting as the primary "Source of Brand Engagement."

• Information Architecture: Provide high-fidelity data on products and services, ensuring every customer acts as a "Source of Informed Conversion."

• Record Stewardship: Maintain rigorous logs of all interactions, providing the "Analytical Foundation" for service improvement and trend analysis.

2. Resolution Resilience & Satisfaction Logic

• Conflict Sovereignty: Resolve customer complaints with clinical focus and escalate complex cases with professional poise, acting as the primary "Source of Issue Mitigation."

• Follow-up Architecture: Execute proactive satisfaction checks, ensuring the "Source of Customer Loyalty" remains robust.

• Target Stewardship: Meet and exceed assigned service and performance KPIs, maintaining the "Source of Operational Excellence."

3. Performance Integrity & Collaborative Power

• Agility Sovereignty: Thrive in a fast-paced environment by managing multiple inquiries simultaneously without compromising the "Source of Service Quality."

• Problem-Solving Architecture: Identify the root cause of customer issues and provide data-led solutions, optimizing the "Source of First-Contact Resolution."

• Teamwork Logic: Collaborate with cross-functional teams to resolve escalated tickets, utilizing Communication expertise to maximize the "Source of Unified Service Delivery."

Qualifications and Skills:

Professional Profile

• Education: B.Sc. Degree (Minimum of 2:2) in any discipline.

• Age Limit: Maximum of 26 years as of the application date.

• Experience: Previous experience in customer service, sales, or tele-support is an advantage.

Core Competencies

• Communication Grit: Exceptional verbal and written interpersonal skills for high-stakes customer dialogue.

• Analytical Sovereignty: Strong problem-solving ability to navigate complex customer needs.

• Operational Power: Ability to maintain poise and efficiency in a fast-paced, target-driven environment.

Salary

Application Closing Date: Not specified

Application Instructions:

Interested and qualified candidates should send their CV to: tayelolu.omisakin@energy-mgt.com using "Contact Centre Agent" as the subject of the email.