Call Centre Representative 19N40

As a Call Centre Representative, you will serve as a crucial liaison between our company and its current and potential customers. Your primary goal will be to provide exceptional customer service and support by phone, answering queries, resolving issues, and ensuring client satisfaction. In this fast-paced role, you will need to utilize your excellent communication skills and in-depth knowledge of our products and services to deliver consistent, high-quality support. You’ll handle a variety of inquiries, ranging from simple requests to complex challenges, and ensure each customer interaction strengthens the client relationship. If you have a passion for helping others and a knack for building rapport, this position offers the opportunity to showcase your skills and grow within our dynamic team.

Responsibilities

• Answer incoming calls promptly and maintain a professional demeanor at all times.
• Identify and assess customers' needs to achieve satisfaction through high-quality interaction.
• Provide accurate, valid, and complete information by using the right methods and tools available.
• Manage and resolve customer complaints, escalating issues to supervisors if necessary.
• Build sustainable relationships and engage customers by taking the extra mile during calls.
• Contribute to team goals and objectives by achieving personal call handling targets.
• Document customer interactions comprehensively and issue clear summary reports for reference.
• Follow communication procedures, guidelines, and policies as outlined by the company.
• Stay informed about updates to products and services to provide informed support.
• Assist in managing inbound and outbound call traffic effectively and efficiently.
• Participate in continuous improvement initiatives and engage in training as required.
• Relay customer feedback to relevant departments for product and service enhancements.

Requirements

• High school diploma or equivalent; additional certification is a plus.
• Proven customer service experience or experience as a client service representative.
• Strong phone contact handling skills and active listening abilities.
• Familiarity with traditional and digital phone systems and practices.
• Excellent communication and presentation skills with fluency in English.
• Ability to multi-task, prioritize, and manage time effectively under pressure.
• Customer orientation and ability to adapt/respond to different personality types.