Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Professionally answer incoming phone calls from customers and address their inquiries and complaints with empathy and courtesy.
- Utilize available resources to conduct research and gather the required information to effectively assist customers.
- Operate telephone equipment, automatic dialing systems, and other telecommunications technologies to proactively contact prospective customers.
- Take ownership of customer complaints and work towards swift and satisfactory resolutions.
- Provide comprehensive information about our organization’s services and products to customers.
- Identify and escalate priority issues to high-level management for prompt attention and resolution.
- Adhere to procedures, rules, and regulations to maintain a safe and clean working environment.
- Direct inbound calls to the appropriate departments or individuals.
- Follow up on complex customer calls as necessary to ensure a positive customer experience.
- Document call details, including notes and reports, in the Customer Relationship Management (CRM) system.
- Gather and evaluate all relevant data to effectively handle customer complaints and inquiries.
- Record and maintain accurate records of customer comments, inquiries, complaints, and actions taken.
- Escalate customers’ queries to the appropriate units for prompt and efficient resolution.
- Capture customers’ details accurately in the system to maintain comprehensive records.
- Contribute to the overall team effort by accomplishing assigned tasks and supporting colleagues.
- Perform other duties as assigned.
EDUCATION QUALIFICATIONS, EXPERIENCE, SKILLS, AND COMPETENCIES
- First Degree in communications or related field
- Must have at least 3 years of relevant experience in a call center
- Must be available for a 24/7 Shift work schedule
- Must be customer-centric
- Customer service telephony skills
- Accurate comprehension, interpretation, and capturing of information
- Able to react effectively and calmly in emergencies.
- Must be highly accurate and responds timely to calls
- Able to maintain customer confidentiality.
- Ability to understand individual differences
- Problem-solving and listening skills
- Excellent Interpersonal skill
- Teamwork.
- Time management and Persuasion skills
- Excellent verbal and written communication skills
- Friendly disposition, charming character, and amiable personality.
