Contact Center Agent

About the role

Catilas Resources Limited is recruiting motivated Contact Center Agents for a leading commercial bank in Nigeria. The role involves handling inbound and outbound customer interactions across multiple channels.

Key responsibilities

• Manage inbound calls, emails, chats and social media inquiries, providing assistance and issue resolution.
• Conduct outbound calls for surveys, follow‑ups, sales and appointment reminders.
• Provide technical support and troubleshooting for products and services.
• Identify up‑selling and cross‑selling opportunities and process sales orders.
• Maintain accurate customer records in the CRM system and document interactions.
• Monitor quality of interactions, coach agents and handle escalations when needed.

Required profile

• HND/Bachelor’s degree (minimum Lower Credit/Second Class Lower); degree in Business, Marketing or related field preferred.
• Previous experience in a customer support role with a proven record of exceeding quotas.

Required skills

• Strong phone and verbal communication with active listening.
• Familiarity with CRM systems and best practices.
• Ability to multitask, prioritize tasks and manage time effectively.

What we offer

• Attractive salary package including HMO, pension and leave benefits.
• 13‑month allowance.