Contact Centre Representative (225-920)

As a Contact Centre Representative, you will be the first point of contact for customers seeking assistance and support with various services and products. Your role involves handling incoming calls, responding to customer inquiries, managing high-stress situations professionally, and providing excellent customer service. You will play a critical role in building strong relationships with our customers, ensuring their issues are resolved efficiently, and their concerns are addressed thoughtfully. In this dynamic and fast-paced role, your ability to adapt and remain organized under pressure will be key in driving customer satisfaction and achieving corporate service expectations.

Responsibilities

• Answer incoming customer calls promptly and courteously, ensuring a positive experience.
• Identify customer needs and provide accurate, satisfactory solutions to their inquiries.
• Maintain comprehensive knowledge of products and services to offer appropriate recommendations.
• Document and update customer records based on interactions and transactions.
• Resolve customer complaints empathetically, steering towards conflict resolution.
• Collaborate with team members to improve customer service procedures and feedback.
• Escalate complex issues to senior management while maintaining client confidentiality.
• Utilize CRM systems to track conversations and ensure follow-up actions are completed.
• Stay updated on new product information, operational changes, and special promotions.
• Assist in training new team members on customer service best practices and protocols.
• Meet personal/team qualitative and quantitative service targets consistently and accurately.
• Engage with customers across multiple platforms, including phone, email, and chat.

Requirements

• High school diploma or equivalent; higher education is a plus.
• Proven experience in a customer service environment or contact center is required.
• Strong communication skills with a focus on active listening and negotiation.
• Ability to multitask, set priorities, and manage time effectively in a high-pressure setting.
• Proficient in basic computer applications and customer management software.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Flexibility to work various shifts, including evenings, weekends, and holidays.