We are looking for a highly motivated and customer-focused individual to join our team as a Call Center Agent, responsible for delivering exceptional service, resolving queries efficiently, and building lasting relationships with our clients.
\nResponsibilities:<\/p>\n
Manage all incoming phone calls and handle customer complaints; provide appropriate solutions and alternatives within the time limits.
\nIdentify and assess customers\u2019 needs to achieve satisfaction
\nProvide call-in clients with accurate, valid and complete information by using the right methods\/tools
\nFollow up with unresolved customer complaints to ensure resolution and build sustainable trust through interactive & open communication.
\nIdentify and assess customers\u2019 needs to achieve satisfaction
\nKeep records of customer interactions
\nRespond to all written communications with customers within a very short period through company communication channels and uphold the communication procedures, guidelines and policies.
\nMeet personal\/team qualitative and quantitative targets.
\nCollect data, identify customers\u2019 needs, and clarify information.
\nFollow communication\/call center \u201cscripts\u201d when handling different topics\/subjects.
\nAble to probe knowledge of company products and services as well as seize opportunities to upsell company services and promotions.
\nBuild sustainable relationships and engage customers by taking the extra mile.
\nKeep records of all conversations in our call center database in a comprehensible way.
\nKnowing the company\u2019s products inside and out so that you can answer questions.
\nCommunicating and coordinating with colleagues as necessary.<\/p>\n
\u00a0
\nRequirements & Skills<\/p>\n
Proven customer support experience or experience as a Client Service Agent will be an added advantage.
\nTrack record of over-achieving targets\/quotas
\nStrong phone contact handling skills and active listening
\nFamiliarity with CRM systems and practices
\nCustomer orientation and ability to adapt\/respond to different types of characters
\nExcellent communication and presentation skills
\nAbility to multi-task, prioritize, and manage time effectively
\nFull Grade 12 certificate of 5 credits or better with Mathematics and English inclusive.<\/p>\n
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