Job Title: Call Centre Agent (Hausa Speaking)

Location: Lagos

Salary: N90,000- N100,000 monthly

Job Responsibilities

o Act as the first point of contact to customers working across multiple interaction channels.

o Resolve customer issues within the scope of existing service levels

o Maintain a positive, empathetic, and professional attitude toward customers always.

o Follow communication procedures, guidelines, and policies while resolving customers’ complaints through multiple channels.

o Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.

o Be very conversant with all the banks products to be better equipped to provide support to customers’ inquiries and complaints

o Ensure that all customer interactions, feedback, and complaints are appropriately logged for tracking.

o Ensure that all escalated disputes are properly reviewed and resolved within the agreed SLA

o Respond promptly and effectively to escalated disputes and communicate findings to customers.

o Providing feedback on the efficiency of the customer service process.

o Ensure customer satisfaction and provide professional customer support.

o Identify and assess customers' needs to achieve satisfaction.

o Build sustainable relationships through open and interactive communication

o Ensure the highest level of service standards are maintained.

o Any other duties as assigned

Job Requirements

o B.Sc / HND from any reputable institution

o 2 - 3 years experience.

o Knowledge of customer service practices and principles

o An understanding of banking procedures and policies and Computer literacy

o High degree of intelligence, communication, and analytical skills

o Knowledge of the Financial Advisory and Intermediary Services Act.

o Good verbal communication skills – sincere and articulate.

o Passionate about service.

o Ability to multi-task, set priorities and manage time effectively

o Result-oriented.

o Ability to listen and probe effectively to determine customers’ real needs.

To apply:


Send CV to kamaldeen.adebayo@mactay.com using the job title as the subject of the email.