CALL CENTRE AGENTS

DUTIES AND RESPONSIBILITIES

Customer Support:

• Handle inbound and outbound calls professionally, responding to customer inquiries in a timely and courteous manner.
• Provide accurate information to customers about products, services, or issues they may encounter.
• Resolve customer complaints or concerns in an efficient and friendly manner, ensuring customer satisfaction.
• Offer appropriate solutions and alternatives to customers, following up to ensure their issues are resolved.
• Maintain an empathetic and positive attitude while interacting with customers, building strong relationships and trust.

Data Entry and Record Keeping:

• Input customer information into the system accurately and maintain up-to-date records of interactions, issues, and resolutions.
• Document customer feedback and insights, escalating issues when necessary to ensure proper resolution.
• Update customer profiles and account information in CRM software, ensuring data integrity.

Sales Support (if applicable):

• Assist with the promotion of products or services to customers during interactions, upselling or cross-selling where appropriate.
• Meet performance targets for call handling, customer satisfaction, and sales (if applicable).
• Identify potential leads and refer them to the appropriate department or sales team.

Problem Resolution:

• Troubleshoot customer concerns, providing solutions or forwarding escalated issues to senior staff for more complex matters.
• Collaborate with other team members or departments to resolve customer issues quickly and efficiently.
• Follow up on customer issues to ensure full resolution and satisfaction, keeping the customer informed throughout the process.

Communication & Coordination:

• Communicate effectively with customers, ensuring clarity and understanding during all interactions.
• Work closely with supervisors and managers to ensure alignment with customer service standards and goals.
• Provide feedback to management regarding recurring customer concerns or issues.

Quality Assurance:

• Maintain a high level of professionalism, ensuring compliance with company policies and standards for customer interactions.
• Meet or exceed daily/weekly performance metrics, such as call handling time, customer satisfaction, and first-call resolution.
• Ensure that all customer interactions are logged and handled in accordance with company procedures.

Training and Development:

• Participate in training sessions to improve product knowledge, customer service skills, and call handling techniques.
• Stay updated with changes to products, services, or company policies that may affect customer interactions.
• Share best practices with peers and assist in the onboarding of new team members as needed.

Additional Duties:

• Perform other ad hoc tasks as requested by management to support the smooth operation of the call centre.
• Work with other teams to ensure seamless delivery of services and improve overall customer experience.

KEY REQUIREMENT SKILLS AND QUALIFICATION

• Previous experience as a waitress in a busy environment is highly preferred
• Degree or Diploma in any field
• Previous experience in a customer service or call centre role is preferred
• Excellent verbal and written communication skills
• Strong listening skills with the ability to understand customer needs and provide clear solutions
• Good computer skills and experience with CRM software is an advantage

HOW TO APPLY

• If you meet the above qualifications, skills and experience share CV on

This email address is being protected from spambots. You need JavaScript enabled to view it.

• Interviews will be carried out on a rolling basis until the position is filled.
• Only the shortlisted candidates will be contacted.