Call Center Agent at Arogi Trauma Care Foundation (ATCF)

Job Overview

We are seeking an enthusiastic and motivated individual to join our call center team at Arogi Trauma Care Foundation (ATCF). As a Call Center Agent in our NGO setting, you will be responsible for handling incoming calls from individuals seeking support, providing empathetic listening, and facilitating connections with our team of therapists. You will also have the opportunity to participate in community outreach initiatives to raise awareness and promote our services.

Key Responsibilities

• Promptly and compassionately respond to incoming calls, demonstrating professionalism and maintaining a positive, empathetic, and patient attitude with clients
• Evaluate callers' requirements to ascertain the best course of action, including facilitating connections with therapists for additional support as needed
• Foster close collaboration among therapists to ensure seamless service delivery and effective follow-up with callers
• Provide accurate information about services and policies, and resolve client issues effectively and politely
• Ensure client satisfaction by following up where necessary and escalating complex cases to the appropriate department
• Thoroughly document call specifics and maintain accurate records and reports within the database system
• Uphold strict confidentiality and ethical standards in managing confidential information and safeguarding caller confidentiality
• Participate in community outreach initiatives to raise awareness about mental health, reduce stigma, and promote services
• Exemplify leadership and work autonomously when necessary

Requirements

• Bachelor's Degree or equivalent qualification
• 1–2 years' experience in a similar role
• Excellent communication and interpersonal skills, with the ability to provide empathetic listening and support to individuals in distress
• Ability to remain calm and composed in high-pressure situations

Location

Lagos, Nigeria