About Company
Globacom Limited, widely known as Glo, is a Nigerian multinational telecommunications company headquartered in Lagos, Nigeria. As a leading player in the telecommunications sector, Glo is dedicated to bridging communication gaps and empowering individuals and businesses across Nigeria and beyond. We offer a comprehensive suite of innovative services, including mobile, fixed, and enterprise solutions, driven by a commitment to reliability, affordability, and customer satisfaction. Glo prides itself on its pioneering spirit, consistently introducing groundbreaking products and services that enhance connectivity and enrich lives. Our robust network infrastructure and customer-centric approach have cemented our position as a preferred choice for millions of Nigerians. Joining Glo means becoming part of a forward-thinking organization that values its employees and invests in their growth while making a tangible impact on the nation’s digital landscape.
Job Description
Are you an enthusiastic communicator with a passion for helping others? Glo is seeking dedicated and customer-focused individuals to join our vibrant team as an Entry-Level Call Center Agent in Big Qua Town, Calabar. This is an incredible opportunity to launch your career in the fast-paced and ever-evolving telecommunications industry with one of Nigeria’s leading service providers. As a Glo Call Center Agent, you will be the first line of contact for our valued customers, playing a crucial role in shaping their experience with our brand. Your primary responsibility will be to provide outstanding customer support, addressing a diverse range of inquiries related to our mobile services, data plans, billing, technical issues, and product information. You’ll engage with customers through inbound and outbound calls, offering solutions, clarifying information, and guiding them through various processes with patience and professionalism.
We understand that you might be new to this field, which is why we provide extensive, hands-on training that covers everything from our product catalog and service offerings to customer relationship management systems and advanced communication techniques. Our goal is to equip you with all the knowledge and skills necessary to confidently resolve customer concerns and exceed expectations. This role is perfect for someone who thrives in a dynamic environment, enjoys problem-solving, and is committed to delivering exceptional service. You will be an ambassador for Glo, reflecting our commitment to reliability, innovation, and customer satisfaction. If you are looking for a challenging yet rewarding entry-level position where you can make a real impact and grow professionally, we encourage you to apply. Join us in our mission to connect Nigeria and empower individuals and businesses through seamless communication solutions. This is more than just a job; it’s an opportunity to build a career in a supportive and forward-thinking organization that values your contribution.
Key Responsibilities
- Answer incoming calls from customers promptly and professionally to address inquiries, resolve issues, and provide accurate information regarding Glo products and services.
- Maintain a high level of professionalism, empathy, and patience with customers at all times, ensuring a positive customer experience.
- Identify and assess customers' needs thoroughly to achieve first-call resolution and overall satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Provide accurate, valid, and complete information by utilizing appropriate methods and tools, including our internal knowledge base.
- Handle customer complaints, provide suitable solutions and alternatives within specified time limits, and follow up to ensure complete resolution.
- Keep detailed records of customer interactions, transactions, comments, and complaints in our CRM system.
- Adhere strictly to communication procedures, guidelines, and company policies, including data privacy regulations.
- Collaborate effectively with team members and other departments to ensure seamless service delivery and enhance the customer journey.
- Continuously stay updated on Glo's latest products, services, promotions, and policy changes to provide current information to customers.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening skills and the ability to empathize with customer concerns.
- Proven problem-solving aptitude and decision-making abilities.
- Basic computer literacy and proficiency in navigating multiple software applications simultaneously.
- High school diploma or its equivalent.
- Ability to work flexible shifts, including evenings, weekends, and public holidays, in a fast-paced call center environment.
Preferred Qualifications
- Prior experience in a customer-facing role (e.g., retail, hospitality, or previous call center work) is a significant advantage.
- Familiarity with telecommunications products and services, including mobile networks and data plans.
- Fluency in an additional local language prevalent in the Calabar region (e.g., Efik, Ibibio, Ejagham).
- A Bachelor's degree or its equivalent in any discipline.
Perks & Benefits
- Competitive entry-level salary package.
- Comprehensive paid training program designed to equip you with all necessary skills.
- Health insurance benefits to support your well-being.
- Access to a contributory pension scheme.
- Significant opportunities for career growth and professional development within Globacom.
- Employee discounts on Glo products and services.
- A supportive, collaborative, and dynamic work environment.
- Performance-based incentives and bonuses.
How to Apply
Interested and qualified candidates are encouraged to apply by clicking the link below. Please ensure your resume is up-to-date and highlights any relevant customer service experience, strong communication skills, or your eagerness to learn. We look forward to reviewing your application and potentially welcoming you to the Glo family!