Call Centre Agents

DUTIES AND RESPONSIBILITIES

Customer Interaction:

• Answer incoming calls from customers promptly and professionally, ensuring that each call is handled with care and attention.
• Provide accurate information regarding our products and services, addressing customer queries in a clear and concise manner.

Issue Resolution:

• Act as the first point of contact for customers with issues or concerns, providing appropriate guidance and support to resolve their problems.
• Escalate more complex issues to the relevant departments, ensuring a smooth handover of cases while maintaining a professional and empathetic approach.

Customer Experience:

• Deliver a high level of customer satisfaction by actively listening to customers, understanding their needs, and offering the best possible solution.
• Maintain positive relationships with customers by following up on outstanding issues or inquiries and ensuring that they are fully satisfied with the service provided.

Data Entry & Reporting:

• Accurately document all customer interactions in the company’s CRM (Customer Relationship Management) system or other internal software.
• Ensure that all data entered into the system is accurate, including call logs, customer feedback, and service requests.

Team Collaboration:

• Collaborate with fellow agents and other departments to provide seamless service and ensure the customer’s needs are addressed from start to finish.
• Participate in team meetings and training sessions, providing input on ways to improve call centre processes and customer service.

Compliance & Quality Assurance:

• Follow company guidelines and scripts to ensure consistency in delivering information and upholding company standards.
• Strive to meet or exceed all performance metrics as set by the company, such as call handling time, quality assurance standards, and customer feedback scores.

Shift Flexibility:

• Be willing to work night shifts as required, ensuring the availability of customer support during off-hours to meet the needs of clients across various time zones.
• Adapt to changing shift schedules and provide consistent, high-quality service across all shifts.

Continuous Improvement:

• Engage in ongoing learning and development to improve product knowledge, customer service skills, and operational efficiency.
• Take the initiative to suggest improvements in workflows, processes, and systems that could lead to better customer satisfaction or enhanced operational efficiency.

KEY REQUIREMENT SKILLS AND QUALIFICATION

• Minimum of 2 years of experience in a customer service or call centre role
• Excellent communication skills, both written and verbal
• Ability to handle high-pressure situations and work under tight deadlines
• Demonstrated experience in providing exceptional customer service
• Strong problem-solving abilities and the ability to think critically to resolve customer issues.
• Willingness to work night shifts, as required by the business needs.
• Male Candidates encouraged to apply.