Call Center Representative

Responsibilities:

• Answering phones from customers professionally and responding to customer inquiries and complaints.
• Attending inquiries from various social media handles.
• Providing customers with the organization’s services and handling plus resolving customer complaints regarding our services.
• Identifying, and escalating priority issues and reporting to high-level management.
• Routing inbound calls to the appropriate resources.
• Following up on complicated customer calls where required.
• Completing call notes and call reports as necessary and updating the same in the CRM.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Recording details of comments, inquiries, complaints, and actions taken.
• Managing administration, communicating, and coordinating with internal departments.
• Other duties as assigned.

Requirements:

• Academic qualification of either an HND or BSc from a reputable tertiary institution
• Minimum of one-year work experience in the same capacity
• Proficient in the use of CRM tools
• Passionate and effective in the use of social media handles
• Excellent telephone etiquette