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  • CALL CENTRE AGENT

    Job Brief

    You will answer incoming calls from customers who want to place orders, respond to enquiries, manage complaints, troubleshoot significant customer service problems and provide general information. You will be a member of the primary contact team for clients who are interested in the service that we offer and will be responsible for assisting them in completing and placing orders online and over the phone. You will also inform clients of the service terms and features and project a professional company image through voice and online interactions.

    Responsibilities and Duties

    • Answer incoming calls and respond to customer’s emails
    • Place customer orders in the computer system
    • Identify and escalate serious issues to supervisors
    • Provide service information to customers
    • Research required information using available resources
    • Research, identify, and resolve customer complaints using applicable software and company procedure
    • Route calls to appropriate sources
    • Document all call information according to standard operating procedures
    • Recognize, document, and alert the management team of trends in customer calls
    • Follow up customer calls where necessary
    • Upsell services Complete call logs and reports
    • Perform any other duties that may be assign from time to time.

    Qualifications and requirements

    • HND or higher
    • Proficient in relevant computer applications
    • High proficiency in English
    • 1-2 years of experience in a call center environment
    • Knowledge of customer service practices and principles
    • Telephone etiquette skills
    • Excellent data entry and typing skills
    • Superior listening, verbal, and written communication skills
    • Ability to handle stressful situation appropriately
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