Contact Centre Representative (225-929)

A Contact Centre Representative plays a pivotal role in delivering exceptional customer service and support through various communication channels such as phone, email, and live chat. As the first point of contact for customers, they are responsible for handling inquiries, troubleshooting issues, and providing timely and accurate information. Contact Centre Representatives are essential in maintaining customer satisfaction and fostering loyalty. They utilize strong communication skills, patience, and empathy to build rapport with customers. Adept at multitasking and problem-solving, they ensure swift resolution of concerns while following company protocols. The role requires adaptability, as representatives often manage a high volume of interactions in a dynamic and fast-paced environment.

Responsibilities

• Respond promptly and accurately to customer inquiries via phone, email, and chat.
• Resolve customer issues efficiently, ensuring a high level of customer satisfaction.
• Provide information on products and services, guiding customers in decision-making.
• Document interactions and transactions, recording details of inquiries and actions taken.
• Escalate complex issues to appropriate departments for further resolution if necessary.
• Maintain a professional and positive demeanor during all customer interactions.
• Meet individual and team performance targets for quality and efficiency.
• Assist in identifying trends in customer queries to improve service delivery.
• Participate in training sessions to enhance knowledge and service skills.
• Adhere to company policies and procedures in all communications with customers.
• Provide feedback to management on customer service improvements and challenges.
• Stay updated with product, policy, and technology changes affecting service delivery.

Requirements

• High school diploma or equivalent; further education is advantageous.
• Proven customer service or contact centre experience required for the role.
• Excellent verbal and written communication skills with a customer-centric focus.
• Proficiency in using computers and familiarity with CRM software preferred.
• Strong problem-solving abilities and capacity to handle challenging situations.
• Ability to multitask efficiently in a fast-paced and ever-changing work environment.
• Patience, empathy, and resilience in managing diverse customer interactions.