Contact Centre Representative 27J25

As a Contact Centre Representative, you will be the first point of contact for our customers, providing exceptional service and support to address their inquiries, resolve issues, and enhance customer satisfaction. You will handle incoming calls, emails, and chat interactions, ensuring timely and accurate responses. Your role will involve working closely with other team members and departments to ensure customer concerns are fully addressed. Strong communication skills and the ability to remain calm under pressure are essential as you engage with various customer scenarios. The ideal candidate will exhibit empathy, patience, and a strong desire to help people, thus contributing positively to our company's reputation and customer experience.

Responsibilities

• Answer incoming customer calls, emails, and chats to provide prompt service.
• Resolve customer issues efficiently and accurately ensuring first call resolution.
• Maintain a positive demeanor and professional tone in all communications.
• Utilize customer service software to document and track customer interactions.
• Collaborate effectively with team members and other departments when required.
• Identify and escalate priority issues to the appropriate teams or supervisors.
• Provide feedback on the efficiency of the customer service process for improvement.
• Stay updated with product knowledge to assist customers accurately.
• Contribute to team goals and objectives for superior customer satisfaction.
• Ensure compliance with company policies, procedures, and guidelines at all times.
• Manage time proficiently to handle multiple customer interactions in a timely manner.
• Foster and uphold positive customer relationships enhancing brand loyalty.

Requirements

• High school diploma or equivalent qualification is required for this role.
• Proven customer service experience in a contact center or help desk environment.
• Excellent verbal and written communication skills are essential for success.
• Proficiency in using standard office software and customer relationship management tools.
• Strong problem-solving skills with the ability to handle difficult situations calmly.
• Ability to multitask effectively and manage time efficiently under pressure.
• Empathy and patience with a genuine passion for providing exceptional service.