Contact Centre Representative 22J25

As a Contact Centre Representative, you serve as the primary point of contact for customers who require assistance, ensuring their inquiries and issues are resolved with efficiency and professionalism. You will be responsible for managing a high volume of incoming and outgoing customer interactions while maintaining a strong understanding of the company's products and services. The role demands excellent communication skills, patience, and the ability to resolve conflicts in a positive manner. You will work collaboratively with team members to maintain a high level of customer satisfaction and contribute to the ongoing improvement of service processes. If you are motivated by helping people and driven to achieve targets, this position offers a dynamic and rewarding work environment.

Responsibilities

• Handle a high volume of inbound and outbound customer calls effectively.
• Assist customers with inquiries, complaints, or service issues with professionalism.
• Maintain knowledge of company products and services to provide accurate information.
• Document customer interactions and transactions in a detailed and efficient manner.
• Resolve conflicts and stay patient and courteous during challenging situations.
• Participate actively in team meetings and contribute towards improvement of processes.
• Meet or exceed performance targets, including customer satisfaction and efficiency metrics.
• Provide feedback and suggestions to the management to better customer service.
• Engage in continuous learning to stay informed about industry best practices.
• Coordinate with other departments to ensure a cohesive customer service experience.
• Identify and escalate priority issues to ensure timely resolution.
• Keep records of customer interactions and follow up on resolutions as needed.

Requirements

• High school diploma or equivalent; higher education preferred.
• Previous experience in a contact center or customer service role is advantageous.
• Exceptional verbal and written communication skills are required.
• Strong problem-solving abilities and adept at conflict resolution.
• Proficient with computers and familiarity with CRM systems or call center technologies.
• Ability to work flexible hours, including evenings and weekends, if necessary.
• Demonstrated ability to meet performance targets in a fast-paced environment.