Contact Centre Representative (225-806)

As a Contact Centre Representative, you will serve as a crucial point of contact between our company and its clients. You will be responsible for handling a high volume of incoming customer calls, providing exemplary service, resolving inquiries efficiently, and representing our brand positively. Your role is essential in maintaining customer satisfaction and loyalty. You will manage customer accounts, follow communication procedures and guidelines, and collaborate with other team members to improve the overall customer experience. The successful candidate will possess strong communication skills, patience, attentiveness, and a deep understanding of company products and services to provide accurate information and solutions to customers promptly.

Responsibilities

• Handle a high volume of inbound calls while maintaining a positive attitude.
• Identify and assess customers’ needs to achieve satisfaction efficiently.
• Provide accurate, valid, and complete information to our clients promptly.
• Resolve product or service problems by clarifying the customer's issues.
• Route non-resolvable queries to correct departments, ensuring follow-up as needed.
• Keep records of customer interactions and transactions accurately in databases.
• Meet personal/team qualitative and quantitative service targets consistently.
• Follow communication procedures, guidelines, and policies of the company.
• Engage with customers in a friendly and professional manner at all times.
• Collaborate with team members to improve the service delivery process continuously.
• Adhere to all company policies, procedures, and mandatory regulations during service.
• Stay updated on product knowledge and company updates to assist customers better.

Requirements

• Prior experience in a contact centre or customer service role is preferred.
• Excellent verbal and written communication skills are essential for success.
• Demonstrated ability to handle high-pressure situations and customer demands.
• Proficient in basic computer applications and navigating CRM systems efficiently.
• Strong problem-solving skills and the ability to think on your feet.
• Capable of working independently and as part of a team collaboratively.
• Flexible to work in rotational shifts including evenings and weekends if necessary.