Call Centre Agent

Responsibilities:

Customer Support

• Answer incoming calls promptly and professionally.
• Respond to customer inquiries about products, services, policies, and procedures.
• Provide accurate information and appropriate solutions.

Problem Resolution

• Listen actively to understand customer concerns.
• Troubleshoot issues and offer step-by-step assistance.
• Escalate complex issues to the appropriate department when necessary.
• Follow up to ensure issues are resolved.

Documentation & Reporting

• Record call details, customer interactions, and outcomes in the CRM system.
• Maintain accurate and up-to-date records for future reference.
• Prepare reports on call trends, customer concerns, and feedback.

Quality Assurance

• Adhere to company call scripts, guidelines, and standards.
• Meet performance targets such as call handling time, customer satisfaction scores, and productivity metrics.
• Maintain a calm, professional tone even during difficult interactions.

Requirements:

• Excellent verbal communication and active listening skills.
• Strong customer service orientation.
• Ability to multitask and work in a fast-paced environment.
• Basic computer proficiency (CRM tools, email, typing).
• Problem-solving skills and attention to detail.
• Ability to remain patient, empathetic, and composed.