Aifa Consulting

Call Centre Agent

Aifa Consulting  •  Federal Capital Territory, NG (Onsite)  •  4 months ago
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Job Description


Position Overview


We are seeking a highly organised and proactive Call Center Agent to serve as the front-line representative of the organisation, delivering outstanding customer service by addressing inquiries, resolving issues, and providing accurate information. This role requires excellent communication skills, telephone etiquette, and the ability to use various systems and tools effectively to meet customer needs in a timely and professional manner.


Key Responsibilities


  • Provide second-level solutions to customer enquiries and concerns.

  • Deliver high-quality support and service via phone calls to customers.

  • Apply appropriate telephone etiquette to manage a range of customer interactions.

  • Utilise available systems and tools effectively to resolve customer queries.

  • Demonstrate strong questioning and active listening skills to support effective communication.

  • Handle special telephone tasks such as call transfers, taking messages, scheduling call-backs, managing holds, and addressing unintentional disconnections professionally.

  • Maintain a positive and professional attitude during all customer interactions.

  • Participate in scheduled training, coaching sessions, and performance improvement programmes.

Key Skills

  • Clear verbal and written communication.

  • Active listening and empathy.

  • Ability to explain solutions in a simple and relatable manner.

  • Patience and professionalism in high-pressure or challenging situations.

  • Conflict resolution and complaint-handling skills.

  • Ability to remain calm and composed under pressure.


Requirements


Required Qualifications & Experience


  • HND or Bachelor's degree in Mass Communication, Business Administration, or a related field.

  • Professional certification or membership in Customer Service, Business, or Communications (desirable).

  • Basic proficiency in Microsoft Office (Word, Excel) and other standard office tools.

  • Up to 2–3 years of experience in a customer-facing role (e.g., retail, hospitality, call centre) is an advantage

  • Prior experience in a call centre or help desk environment is an advantage.

  • Familiarity with call scripts, CRM systems, or multi-channel support (phone, email, chat) is beneficial.


Benefits


What We Offer​

  • A dynamic and purpose-driven work environment.

  • Opportunity to contribute directly to strategic outcomes.

  • Professional development and growth within a forward-thinking organisation.

  • Competitive salary package and benefits.
Aifa Consulting

About Aifa Consulting

Aifa Consulting is a people and strategy consulting firm that specialises in supporting emerging companies and evolving businesses to navigate foundational and complex transitions such as people analytics integration, technological and generational shifts, cultural transformations, and organisational restructuring.

With a firm belief in the power of human capital as an investment for forward-looking organisations, Aifa Consulting offers a comprehensive range of services, including ISO 30414 Training & Conformity Assessment, OKR Training & Implementation, Coaching & Leadership Development, Employer Branding, Organisational Design & Restructuring, and Change Management.

Vision

To become a globally recognised partner in people and strategy consulting, renowned for delivering transformative strategies that empower emerging companies and evolving businesses to achieve unprecedented growth, innovation, and sustainable success.

Mission

To transform potential into performance by fostering collaborative, high-performance environments where the fundamental alignment of people and strategy drives exceptional outcomes, ensuring every organisation we partner with is equipped to thrive in a dynamic global landscape.

Industry
Consulting & Advisory
Company Size
1-10 employees
Headquarters
Unknown
Year Founded
Unknown
Website
aifaconsulting.co
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