Call Centre Agent

We are seeking a proactive and customer-focused Call Centre Agent to respond to enquiries and provide real-time solutions to customers (Champions). The ideal candidate will handle issues related to battery swaps, maintenance requests, payment disputes, and app-related concerns through phone support and IVR-guided self-service options.

Key Responsibilities

• Respond promptly and professionally to inbound calls from Champions regarding battery swaps, app issues, maintenance, and payment concerns.
• Deliver real-time solutions using call centre scripts and protocols to ensure customer satisfaction.
• Guide customers through IVR self-service options when applicable.
• Log all complaints and requests accurately in the MAXONE CRM system.
• Track the status of complaints, ensuring timely updates and follow-ups.
• Escalate complex or unresolved issues to the appropriate specialized teams as necessary.
• Maintain high standards of communication, empathy, and professionalism at all times.
• Collaborate with internal departments to ensure the resolution of customer issues.

• Minimum Qualification: Higher National Diploma (HND) or equivalent.
• Experience: At least 2 years in a customer-facing call centre role.
• Excellent oral and written communication skills. ( Proficiency in other languages is an added advantage
• Strong verbal communication skills and problem-solving abilities.
• Familiarity with CRM systems; experience with MAXONE is a plus.
• Ability to multitask and stay organized in a fast-paced environment.
• Flexibility to work in shifts, including weekends and holidays as needed.

Want to Join Us? Here’s Why You Should…

At MAX, we encourage diversity and are open to meeting just about anyone with the right passion and skill set, regardless of looks, gender, sexual orientation, colour, tribe, nationality, or disability.

The MAX Work Environment:

• Drive: We are building a team where everyone is a leader and therefore runs on internal motivation
• Empathy: We have a clear understanding of the problem we are trying to solve and its impact on Africans; we are committed to providing a lasting solution.
• Humility: We are committed to continuous learning and improvement. We learn, unlearn, and relearn
• Initiative: We welcome novel ideas and encourage creativity
• Diligence: We take great pride in our work.
• Candor: We value open and honest communication
• Collaboration: We are a team of passionate, innovative optimists, solving challenging problems and creating an impact.
• Bias for Technology: We automate everything

What You’ll Get:

• Competitive pay & benefits
• Flexible work and hybrid working model
• Unrivaled Learning and Development