Job Description

The Call Centre Agent is responsible for handling incoming and outgoing customer calls for a variety of issues, including inquiries, complaints, and support requests. The agent ensures a positive customer experience by providing timely, accurate, and efficient service.

Key Responsibilities:

• Customer Interaction:
• Handle inbound and outbound customer calls in a professional manner.
• Respond to customer inquiries, providing accurate and detailed information.
• Resolve customer complaints and issues, escalating to supervisors when necessary.
• Maintain a high level of customer satisfaction through effective communication and problem-solving skills.
• Data Management:
• Accurately record customer interactions and details of actions taken in the CRM system.
• Update customer information and ensure data integrity.
• Product and Service Knowledge:
• Stay informed about company products, services, and promotions.
• Provide customers with information about products and services that best meet their needs.
• Team Collaboration:
• Work closely with team members and other departments to ensure smooth operations and customer satisfaction.
• Participate in training sessions and team meetings.
• Performance Metrics:
• Meet or exceed key performance indicators (KPIs) such as call handling time, customer satisfaction scores, and resolution rates.
• Strive to continuously improve personal performance and contribute to team goals.

Qualifications:

• Education: High school diploma or equivalent. Additional education in customer service or a related field is a plus.
• Experience: Previous experience in a call center or customer service environment is preferred.
• Skills:
• Excellent verbal and written communication skills.
• Strong problem-solving abilities.
• Ability to multitask and manage time effectively.
• Ability to work in a fast-paced environment.

Job Type: Full-time