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Job Summary
Catilas Resources Limited on behalf of our client, a leading commercial Bank urgently needs the services of Contact Center Agents. The ideal candidate will be confident, target-driven, customer-centric, and possess a proven track record in customer support. Responsibilities for this role include:
Inbound Customer Support:
- Handling incoming calls, emails, chats, and other communication channels from customers seeking assistance, information, or issue resolution.
Outbound Customer Engagement:
- Making outbound calls to customers for various purposes, such as surveys, follow-ups, sales, or appointment reminders.
Technical Support:
- Providing technical assistance and troubleshooting for products or services.
- Guiding customers through problem-solving processes.
Sales and Up-Selling:
- Handling sales inquiries and processing orders.
- Identifying opportunities for up-selling or cross-selling additional products or services.
Customer Relationship Management (CRM):
- Updating and maintaining customer information in a CRM system.
- Documenting customer interactions and feedback.
Multichannel Support:
- Managing customer communication across various channels, including phone, email, chat, social media, and messaging apps.
Quality Assurance:
- Monitoring and evaluating customer interactions for quality and adherence to established standards.
- Providing feedback and coaching to agents for improvement.
Training:
- Conducting training sessions for new agents on products, services, and communication skills.
Escalation Management:
- Handling and escalating complex issues to higher levels of support or management when necessary.
- Ensuring timely resolution of escalated concerns.
Feedback Collection:
- Gathering customer feedback through surveys, reviews, or other means.
- Using feedback to identify areas for improvement and enhance customer satisfaction.
Compliance and Security:
- Ensuring that agents adhere to legal and regulatory requirements.
- Implementing security measures to protect customer data.
Requirements
- Previous experience in a customer support role.
- Track record of over-achieving quota.
- Strong phone and verbal communication skills along with active listening.
- Familiarity with CRM systems and practices.
- Customer focus and adaptability to different personality types.
- Ability to multi-task, set priorities, and manage time effectively.
- HND/B.SC school degrees.