Contact Centre Representative 13N25

A Contact Centre Representative plays a crucial role in managing a company's interactions with its customers. As a representative, you will serve as the primary point of contact for customer inquiries, issues, and feedback, ensuring a satisfactory resolution and maintaining high levels of customer satisfaction. This position requires excellent communication skills, a friendly demeanor, and the ability to handle a variety of customer situations with professionalism and empathy. You will be expected to manage a busy workload, engage thoughtfully with customer queries, and utilize company resources effectively to address the diverse needs of customers. Your contribution will be significant in building and maintaining the company's reputation for excellent customer service.

Responsibilities

• Respond to customer inquiries via phone, email, and chat with efficiency and courtesy.
• Resolve customer complaints or escalate complex issues to the appropriate department.
• Maintain accurate and up-to-date records of customer interactions and transactions.
• Provide detailed and accurate information to customers about products and services.
• Identify and communicate potential sales opportunities to drive additional revenue.
• Meet or exceed individual performance goals and contribute to team success.
• Handle a high volume of calls while maintaining a high-quality customer service level.
• Stay informed about product updates and company policies to provide precise support.
• Implement solutions for service improvements based on customer feedback and needs.
• Participate in training sessions to enhance skills and understand service offerings.
• Collaborate with team members to enhance communication and service delivery.
• Adhere to privacy norms and regulations when handling sensitive customer information.

Requirements

• High school diploma or equivalent; additional qualifications are preferred.
• Proven experience as a contact centre representative or similar customer service role.
• Strong verbal and written communication skills in English.
• Ability to stay calm and maintain professionalism under pressure.
• Efficient computer skills and ability to use customer service software effectively.
• Adaptability to work in a fast-paced environment with frequent changes.
• Excellent problem-solving skills to identify and resolve customer issues.