Description
As a Customer Service Representative (Call Center Agent), you will be the pivotal link between the organisation and our customers. You will provide exceptional customer service, resolve inquiries, and address concerns promptly and effectively. You will serve as a vital resource in ensuring customer satisfaction, fostering long-term relationships, and upholding the company's reputation for superior service quality. You will play a key part in maintaining positive customer experiences, enhancing brand loyalty, and contributing to the overall success of the organisation by delivering exemplary customer support through various communication channels.
Key Responsibilities
- Manage large amounts of inbound and outbound calls in a timely manner;
- Identify customers' needs, clarify information, and provide solutions or alternatives;
- Resolve customer complaints, problems, and inquiries with patience and professionalism;
- Follow communication scripts when handling different topics;
- Build sustainable relationships and engage customers by going the extra mile;
- Keep accurate records of customer interactions, transactions, comments, and complaints;
- Meet personal and team qualitative and quantitative targets;
- Stay updated on product information and company policies;
- Provide feedback and contribute to process improvements;
- Utilise empathy and patience to understand customers' concerns and provide suitable resolutions;
- Escalate unresolved issues to appropriate departments for further investigation and resolution;
- Maintain a high level of professionalism and positivity in interactions with customers, ensuring a pleasant customer experience;
- Collaborate with team members and other departments to improve overall customer satisfaction and service delivery;
- Adhere to company policies and procedures while delivering exceptional customer service;
- Contribute to creating and updating customer service procedures, manuals, or scripts;
- Participate in ongoing training sessions to continuously improve product knowledge and customer service skills;
- Assist in handling administrative tasks related to customer service, such as data entry or documentation;
- Conduct customer satisfaction surveys and gather feedback to identify areas for improvement;
- Handle and resolve customer complaints via various communication channels (email, chat, social media) with professionalism and efficiency.
Requirements
Bachelor’s degree in business administration, Marketing, or similar field
Experience
- 1+ years of experience in customer support. Call Centre representative experience preferred;
- Proven work experience as a CRM is a must.
Knowledge
- Excellent communication and active listening skills.
- Strong phone and verbal communication proficiency along with active problem-solving skills.
- Familiarity with CRM systems and practices.
- Proficiency in using customer service software, CRM systems, and office software applications.
Skills
- Ability to handle stress and remain professional and courteous under pressure.
- Ability to multitask, prioritise, and manage time effectively.
- Active Listening: Ability to attentively understand and address customer concerns.
- Empathy and Patience by Capacity to empathise with customers and maintain patience in resolving issues.
- Problem-Solving: Strong analytical skills to identify and provide effective solutions.
- Flexibility to adjust to varying customer needs and procedural changes.
- Collaborative attitude to work effectively within a team.
- Skill in handling difficult situations diplomatically and professionally.
- Time Management skills Efficiently manage time for prompt customer inquiry handling and follow-up.
Benefits
- A fast-paced high performing team.
- Private Health Insurance.
- Social Security.
- Training & Development.
- Rewards & Recognitions.
- E-Learning system 24/7
- On-the job training and learning opportunities
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