Call Centre Executive (225-726)

Join our dynamic team as a Call Centre Executive, where you'll play a critical role in ensuring our customers receive outstanding service and support. As the first point of contact, you will answer inquiries, provide information, and resolve any emerging problems with accuracy and efficiency. Our ideal candidate is an excellent communicator, both verbal and written, and has the ability to handle a variety of customer interactions with professionalism and patience. In this role, you will not only solve problems but also contribute to a positive team environment, helping to drive our organization's customer satisfaction ratings. This is an excellent opportunity for personal and professional growth in a fast-paced, supportive setting.

Responsibilities

• Answer customer inquiries promptly via phone, email, and chat channels.
• Maintain a high level of professionalism and positive attitude in all interactions.
• Identify customer needs and provide accurate information and solutions.
• Log and update customer interactions in our management system accurately.
• Follow company guidelines and protocols when handling customer issues.
• Collaborate effectively with team members to provide a cohesive customer experience.
• Continuously improve knowledge of company products, services, and policies.
• Handle complaints, provide appropriate solutions, and follow up to ensure resolution.
• Meet or exceed performance metrics, including call quality and response time.
• Assist in training and mentoring new call centre staff as needed.
• Escalate complex or unresolved issues to the appropriate department promptly.
• Participate in team meetings and contribute ideas for improving customer service.

Requirements

• High school diploma or equivalent; further education is a plus.
• Proven customer service experience, ideally in a call centre environment.
• Excellent verbal and written communication skills in English.
• Proficiency in using call centre equipment and CRM software tools.
• Strong problem-solving abilities and attention to detail are essential.
• Ability to handle stressful situations calmly and effectively.
• Flexibility to work various shifts, including evenings and weekends.