Call Centre Agent

Responsibilities:

1. Customer Interaction:

   • Handle a large volume of incoming calls from customers with professionalism and courtesy.
   • Make outbound calls to follow up on customer inquiries, resolve issues, and gather feedback.
   • Provide accurate information to customers and address their concerns in a timely and efficient manner.

2. Issue Resolution:

   • Identify and assess customer needs to achieve prompt resolution of inquiries and issues.
   • Escalate complex issues to appropriate channels for further investigation and resolution.
   • Follow established procedures to ensure consistent and effective problem-solving.

3. Product/Service Knowledge:

   • Stay updated on product or service information to provide accurate and comprehensive assistance to customers.
   • Educate customers on features, benefits, and usage of products or services.

4. Documentation:

   • Maintain detailed and accurate records of customer interactions, transactions, and inquiries.
   • Utilize the company's customer relationship management (CRM) system to log information and track customer interactions.

5. Team Collaboration:

   • Collaborate with team members and other departments to share knowledge and best practices.
   • Participate in training sessions to enhance skills and stay informed about company policies and procedures.

Qualifications:

• High school diploma or equivalent; some college education is a plus.
• Previous experience in a customer service or call center role is preferred.
• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and attention to detail.
• Ability to handle stressful situations with patience and professionalism.
• Familiarity with CRM systems and call center software is a plu