Contact Centre Agent (225-1015)

The role of a Contact Centre Agent is pivotal in ensuring a seamless communication experience for customers and is integral to maintaining service excellence within an organization. As a Contact Centre Agent, you will be the first point of contact for customers seeking assistance, support, or resolution to their queries. Your primary responsibility is to handle inbound and outbound communications via various channels such as phone, email, and chat. This position demands excellent communication skills, strong problem-solving abilities, and a commitment to customer satisfaction. A successful candidate will possess keen attention to detail, the ability to multitask, and the aptitude to thrive in a fast-paced environment.

Responsibilities

• Respond to customer inquiries through multiple communication channels promptly and professionally.
• Manage and resolve customer complaints in a composed and efficient manner.
• Identify customer needs and assist in providing accurate solutions and alternatives.
• Document and update customer records in the company's CRM system accurately.
• Maintain a thorough understanding of company products, services, and promotions.
• Keep track of customer interactions and communication histories to enhance service delivery.
• Work closely with team members and other departments to obtain answers to complex inquiries.
• Contribute to team objectives and performance metrics by achieving individual targets.
• Stay up-to-date with industry standards and best practices in customer service.
• Participate in regular training sessions to continuously improve customer service skills.
• Gather customer feedback and share insights to help improve products and services.
• Adhere to company policies, procedures, and response standards consistently.

Requirements

• High school diploma or equivalent; additional qualifications are an asset.
• Proven experience in a customer service role, preferably in a contact center environment.
• Excellent verbal and written communication skills with a professional demeanor.
• Strong problem-solving skills and the ability to think on your feet.
• Proficiency in using CRM software and professional communication tools.
• Ability to manage multiple tasks and work efficiently under pressure.
• Willingness to work in a flexible schedule, including evenings and weekends.