Role Overview

As a Call Centre Agent, you will be responsible for handling inbound and outbound calls from customers, addressing inquiries, resolving issues, and providing exceptional service. The ideal candidate will possess excellent communication skills, a positive attitude, and the ability to thrive in a fast-paced environment.

Customer Interaction

• Answer inbound calls promptly and professionally, providing accurate information and assistance to customers.
• Make outbound calls to follow up on customer inquiries, resolve issues, or conduct surveys as required.
• Listen attentively to customer concerns, empathise with their situation, and provide appropriate solutions or escalate issues to the relevant department.

Data Management

• Utilise company systems and databases to access customer information, update records, and process orders or requests efficiently.

Product And Service Knowledge

• Maintain a high level of product and service knowledge to effectively address customer inquiries and promote upselling or cross-selling opportunities.

Compliance And Quality Assurance

• Adhere to company policies and procedures regarding customer interactions, privacy, and confidentiality.
• Meet or exceed performance targets, including call quality metrics, customer satisfaction ratings, and productivity goals.

Team Collaboration

• Collaborate with team members and supervisors to share knowledge, troubleshoot issues, and contribute to continuous improvement initiatives.

Professional Development

• Participate in training sessions and ongoing professional development opportunities to enhance skills and knowledge.

Problem-Solving And Adaptability

• Handle challenging situations with patience, professionalism, and a customer-first mindset.
• Ability to work efficiently in a fast-paced environment and adapt to changing priorities.

Requirement

• High school diploma or equivalent; additional education or certification in customer service is a plus.
• Previous experience in a call centre or customer service role preferred.
• Excellent verbal and written communication skills, with a clear and professional telephone manner.
• Strong active listening skills and the ability to empathize with customers’ concerns.
• Proficiency in using computers and navigating multiple software applications simultaneously.
• Flexibility to work various shifts, including evenings, weekends, and holidays as required.
• Commitment to providing exceptional customer service and exceeding customer expectations.