SQUARE Lifesciences Ltd
Call Centre - Team Lead / Agent
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Call Centre - Team Lead / Agent
SQUARE Pharmaceuticals PLC., The Flagship Company Of SQUARE Group And Certified By Major International Pharmaceutical Regulatory Authorities, Is Holding The 1st Position In The Pharmaceutical Industry Among All National And Multinational Companies Of Bangladesh Since 1985. SQUARE Pharmaceuticals PLC. Has Become a Global Player Starting Its Operation In Kenya. Right Now We Are Looking For Smart, Energetic And Result Oriented Team Members, Who Will Share With Us Our Pride And Support Our Continuous Growth. If You Think You Have What It Takes To Be a Member Of SQUARE, Do Not Wait To Apply As
Application Deadline: Tuesday, October 13, 2026
Job Status: Contractual
Work Station: Corporate Headquarters
Major Duties And Responsibilities
For Agent:
- Handle inbound and outbound calls for orders, product questions, promotions, and onboarding to boost SHC100 adoption.
- Log, track, and resolve complaints in the CRM, and make follow-up calls for surveys, order checks, and service recovery.
- Work with internal teams, depots, and delivery partners to solve issues faster and improve First-Contact Resolution (FCR).
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
For Team Lead:
- Supervise daily shift operations for inbound, outbound, and digital channels managing attendance, break schedules, workload distribution, and workforce allocation.
- Monitor team KPIs including Service Level, Call Answer Rate, Average Speed of Answer (ASA), First Call Resolution (FCR), and Customer Satisfaction (CSAT). Conduct regular call reviews, deliver targeted coaching, guide onboarding.
- Resolve escalated complaints and service issues by coordinating directly with internal teams, depots, delivery partners, and key stakeholders. Ensure meticulous CRM logging and tracking for all inquiries, tickets, and follow-ups.
- Oversee outbound operations, including complaint follow-ups, order confirmations, customer surveys, promotional campaigns, and service recovery outreach.
- Prepare and review daily, weekly, and monthly performance reports to deliver actionable insights to management. Identify recurring customer friction points to continuously enhance SOPs, FAQs, and service delivery processes.
- Manage daily operations across calls, email, website, social media, and SMS to deliver steady, high-quality support under pressure.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Pre-requisite To Apply
For Team Lead: Graduate in any discipline with minimum two years of experience as a Team Lead in a Call Centre
For Agent: Diploma / Graduate or currently persuing graduation Experience in a call center will be added advantage.
Salary Range: Attractive remuneration package will be offered
Note: Only short-listed candidates will be called for further selection process. Hard copy of CV will not be entertained.
Important Notices:
- SQUARE NEVER ASKS FOR MONEY FROM ANY CANDIDATE AT ANY PHASE OF RECRUITMENT
- SQUARE STRONGLY DISCOURAGES SMOKERS TO APPLY
Instruction to Apply
Applicants meeting the requirements of the position are requested to apply through the following link: Apply Here
© Square Pharma. Powered By: Square InformatiX Ltd.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London