Call Center Associate - Hausa Speaking (Lagos)

About the role

This full-time Call Center Associate position in Lagos is central to delivering excellent customer service and keeping customers satisfied. It involves handling inquiries and resolving issues quickly, working with a diverse customer base, and helping to reduce payment defaults and reactivate dormant accounts. The role also includes monitoring feedback, documenting interactions and escalating urgent matters to management.

Key responsibilities

• Initiate and implement corrective actions to keep service standards and customer satisfaction high.
• Receive, assess and resolve customer queries in a timely and efficient way.
• Listen to and respond to customer needs while maintaining consistent service quality.
• Contact customers with delayed payments to minimise defaults and reach out to dormant customers about outstanding issues.
• Build and maintain respectful relationships with a diverse customer base.
• Report urgent or critical issues to call center team managers for immediate action.
• Evaluate post-sale customer satisfaction and put in place strategies to improve retention.
• Gather, update and document customer and product information accurately in the designated systems.
• Carry out any other tasks assigned by supervisors.