Telephone Response Agent - Lagos, Nigeria - MIM Finance Company

    MIM Finance Company
    MIM Finance Company Lagos, Nigeria

    2 weeks ago

    Default job background
    Full time
    Description

    Responsibilities:

  • Handle Incoming Calls: Answer incoming calls from clients, monitoring
    stations, and emergency services in a professional and courteous manner.
  • Assess and Prioritize Calls: Quickly assess the nature of each call to determine
    the level of urgency and take appropriate action based on established protocols
    and procedures.
  • Dispatch Security Personnel: Coordinate and dispatch security personnel to
    respond to alarms, incidents, and client requests in a timely manner.
  • Monitor Alarm Systems: Monitor alarm systems and security equipment,
    including CCTV cameras, intrusion detection systems, and access control
    systems, to identify and respond to security breaches and potential threats.
  • Provide Customer Support: Provide assistance, guidance, and reassurance to
    clients during emergency situations, ensuring they feel supported and informed
    throughout the process.
  • Document and Report Incidents: Accurately document all incoming calls,
    incidents, and actions taken in accordance with company policies and
    procedures.
  • Collaborate with Team Members: Work closely with other Telephone Response
    Agents, security personnel, and support staff to ensure effective communication
    and coordination of response efforts.

    Requirements:

  • University or Polytechnic degree/diploma or equivalent required
  • Previous experience in a customer service, call center, or security-related role
    preferred.
  • Excellent communication skills, both verbal and written, with the ability to
    remain calm and composed under pressure.
  • Strong problem-solving skills and the ability to make quick, effective decisions in
    emergency situations.
  • Proficiency in using computer systems, WhatsApp and software applications for
    data entry, communication, and incident reporting.
  • Ability to work rotating shifts, including nights, weekends, and holidays, in a 24/7
    operation.

    Working Conditions:

  • This position requires working in a fast-paced, high-pressure environment with frequent
    exposure to stressful situations.
  • Telephone Response Agents may be required to work rotating shifts, including nights,
    weekends, and holidays, to ensure 24/7 coverage