About Company
Airtel Nigeria is a leading telecommunications services provider, and a subsidiary of Airtel Africa. We are committed to connecting people, businesses, and communities across Nigeria through innovative mobile voice, data, and digital services. Our mission is to enrich the lives of our customers by providing seamless communication solutions and a superior customer experience. With a strong presence nationwide, Airtel is at the forefront of driving digital inclusion and empowering millions. We foster a dynamic and inclusive work environment where talent is nurtured, and career growth is encouraged, all while upholding the highest standards of integrity and excellence. Join us in shaping the future of telecommunications in Nigeria!
Job Description
Are you passionate about helping people and thrive in a fast-paced environment? Airtel is looking for enthusiastic and dedicated Call Center Agents to join our dynamic team in Calabar. This is an immediate hiring opportunity for individuals who are ready to make a significant impact on our customer experience.
As an Airtel Call Center Agent, you will be the first point of contact for our valued customers, providing exceptional support and resolving inquiries related to our diverse range of products and services. You will play a crucial role in maintaining high levels of customer satisfaction by delivering accurate information, troubleshooting technical issues, and guiding customers through various processes. Your primary goal will be to ensure every customer interaction is positive, productive, and leaves them feeling valued and understood.
We are seeking individuals with excellent communication skills, a natural ability to empathize, and a strong problem-solving mindset. You will be trained extensively on all our offerings, systems, and customer service protocols to equip you with the knowledge needed to excel. If you are a proactive individual who enjoys a challenge, possesses a strong work ethic, and is eager to grow within a leading telecommunications company, then this is the perfect opportunity for you. Join a team where your contributions are recognized and where you can build a rewarding career.
Key Responsibilities
- Answer incoming calls promptly and professionally, addressing customer inquiries and concerns.
- Provide accurate information regarding Airtel products, services, promotions, and billing inquiries.
- Troubleshoot technical issues with mobile devices, data services, and network connectivity.
- Resolve customer complaints efficiently and effectively, escalating complex issues to the appropriate department when necessary.
- Process customer requests such as activations, deactivations, plan changes, and service upgrades.
- Maintain detailed and accurate records of customer interactions and transactions in the CRM system.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Educate customers on self-service options and digital channels.
- Collaborate with team members and supervisors to ensure a cohesive and high-performing call center environment.
- Continuously improve product knowledge and customer service skills through ongoing training and feedback.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening skills and the ability to empathize with customers.
- Proven problem-solving abilities and a methodical approach to issue resolution.
- Basic computer literacy and proficiency in using CRM software and Microsoft Office applications.
- Ability to work effectively under pressure and handle challenging customer interactions with professionalism.
- A positive attitude, resilience, and a strong commitment to customer satisfaction.
- Ability to multitask and navigate various systems simultaneously.
Preferred Qualifications
- Minimum of an OND/HND/B.Sc. in any discipline.
- At least 6 months to 1 year of experience in a customer service or call center environment.
- Familiarity with telecommunications products and services.
- Ability to speak local languages common in Calabar (e.g., Efik, Ibibio) is an added advantage.
Perks & Benefits
- Competitive monthly salary.
- Comprehensive health insurance package.
- Extensive training and professional development opportunities.
- Clear career progression paths within Airtel.
- Supportive and collaborative work environment.
- Employee discounts on Airtel products and services.
- Performance-based incentives and bonuses.
How to Apply
Interested and qualified candidates are encouraged to apply by clicking on the application link below. Please ensure your resume highlights your customer service experience and communication skills. We look forward to reviewing your application!