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• The Call Centre Agent (Inbound) is responsible for handling incoming customer calls, inquiries, complaints, and service requests in a professional and timely manner. The role serves as the first point of contact for customers, ensuring exceptional customer experience, accurate information dissemination, and prompt resolution or escalation of issues.

Key Responsibilities:

Customer Service

• Receive and handle inbound calls from customers regarding shipments, deliveries, pricing, tracking, and company services. 
• Provide accurate and timely information to customers. 
• Resolve customer inquiries and complaints within established service standards. 
• Escalate complex issues to the appropriate department for resolution. 
• Maintain a professional and customer-centric approach during all interactions. 

Complaint Resolution

• Log and track customer complaints through designated systems. 
• Follow up on unresolved issues to ensure timely closure. 
• Keep customers informed about the status of their requests and complaints. 
• Ensure customer concerns are handled effectively and professionally. 

Shipment Tracking & Support

• Assist customers with shipment tracking and status updates. 
• Provide information on delivery timelines and service processes. 
• Coordinate with operational teams to resolve shipment-related inquiries. 

Data Management

• Accurately document customer interactions, inquiries, and resolutions. 
• Update customer records and case notes in CRM or customer service platforms. 
• Ensure all customer information is handled confidentially and in compliance with company policies. 

Service Quality & Compliance

• Adhere to call handling procedures and quality standards. 
• Meet established call centre performance metrics and targets. 
• Maintain professionalism and courtesy during all customer interactions. 
• Comply with company policies, procedures, and service guidelines. 

Team Collaboration

• Work closely with Operations, Customer Experience, and other departments to resolve customer issues. 
• Participate in team meetings, coaching sessions, and training programs. 
• Contribute suggestions for improving customer service processes and customer satisfaction. 

Qualifications & Experience

• Minimum of OND/HND/Bachelor’s Degree in any discipline. 
• 1–3 years’ experience in a customer service, call centre, or customer support role. 
• Experience in logistics, transportation, e-commerce, or related industries is an added advantage. 
• Proficiency in Microsoft Office applications and CRM systems. 

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Key Responsibilities:

Financial Operations & Reporting

• Prepare and maintain accurate financial records and reports. 
• Assist in the preparation of monthly, quarterly, and annual management accounts. 
• Ensure timely posting and review of financial transactions in the accounting system. 
• Monitor financial performance and provide periodic reports to management. 
• Support month-end and year-end closing activities. 
• Accounts Payable & Receivable Management
• Review and process vendor payments in accordance with company policies. 
• Monitor outstanding receivables and support collection efforts. 
• Reconcile supplier and customer accounts regularly. 
• Ensure proper documentation and approval of all financial transactions. 

Treasury & Cash Management

• Monitor daily cash positions and bank balances. 
• Manage payment schedules and ensure timely settlement of obligations. 
• Prepare cash flow reports and forecasts. 
• Support banking relationships and treasury activities. 

Budgeting & Financial Analysis

• Assist in the preparation and monitoring of annual budgets. 
• Analyse financial performance against budgets and forecasts. 
• Prepare variance analysis reports and recommend corrective actions. 
• Support business units with financial insights and performance reviews. 

Reconciliation & Internal Controls

• Perform monthly bank reconciliations and account reconciliations. 
• Ensure compliance with internal control procedures and financial policies. 
• Identify control gaps and recommend improvements. 
• Support internal and external audit processes. 

Taxation & Regulatory Compliance

• Ensure timely remittance of PAYE, Pension, NSITF, NHF, VAT, WHT, and other statutory obligations. 
• Maintain accurate tax records and supporting documentation. 
• Liaise with regulatory authorities and external consultants when required. 
• Ensure compliance with applicable financial regulations and reporting standards. 

Payroll Support

• Review payroll schedules for accuracy and completeness. 
• Ensure statutory deductions are correctly computed and remitted. 
• Support payroll reconciliations and reporting activities. 

Stakeholder Management

• Collaborate with Operations, HR, Procurement, Fleet, and other departments on finance-related matters. 
• Provide financial guidance and support to business units. 
• Assist management with financial information required for decision-making.