Contact center agent at Arogi Trauma Care Foundation in Ikeja, Lagos

Position Overview

We are looking for passionate and ambitious person to join our call center team. As Contact center agent in our NGO setting, you will be in charge of managing incoming calls from individuals requesting assistance, offering empathetic listening, and coordinating linkages with our team of therapists. Additionally, you will possess the avenue to engage in group outreach programs to promote understanding and advance our solutions.

Primary duties

• Promptly and compassionately address incoming calls, presenting competence, preserving a positive, empathetic, and patient mindset with customers.
• Assess callers' qualifications to ascertain the best course of action, which includes coordinating linkages with therapists for additional assist as needed.
• Promote close partnership among therapists to guarantee smooth service dispatch and efficient client engagement with callers.
• Offering precise information about solutions and rules in addition to addressing customer concerns productively and politely.
• Making sure customer satisfaction in accordance with up where necessary and escalating sophisticated cases to the suitable department.
• Thoroughly record call specifics and preserve precise records and documentation within our DB system.
• Uphold rigid secrecy and professional conduct in coordinating private information and safeguarding caller’s secrecy.
• Engage in group outreach programs to promote understanding about mental health, reduce stigma, and advance our solutions.
• Exemplifying executive guidance and capability to operate autonomously as required.

Qualifications

• Bsc or equivalent certification necessary
• 1 - 2 years of expertise in similar position
• Clear articulation and people skills, with the capability to offer empathetic listening and assist to individuals in distress
• Capability to remain calm and formulated in high-pressure conditions and show adaptability in trading with emotionally difficult calls
• Capability to operate in a dynamic environment, managing various calls and key focuses
• Skilled in Ms office tools (Word, Excel, PowerPoint, Outlook).
• Previous expertise in call center position is a plus.