Call Centre Agent

qJob Title: Call Center Agent

Reporting to: Branch Manager

Position Type: Full-time/Part-time

MAIN PURPOSE OF ROLE:

This role includes seeking friendly, enthusiastic, and professional Call

Center Agent to join our customer service team. The ideal candidate will be

responsible for managing outbound calls, assisting customers with

inquiries regarding our products and services, and providing outstanding support throughout the customer experience.

MAIN DUTIES:

Handle outbound calls with professionalism, empathy, and

clarity. Assist customers with inquiries related to our products and

services.

Schedule appointments for Customers.

Address customer complaints, concerns, and issues, providing efficient

resolutions and following up to ensure customer satisfaction.

Maintain detailed records of customer interactions and transactions.

Collaborate with other departments such as sales, operations, and field teams

to ensure seamless service delivery.

Meet key performance metrics, including call handling time, customer

satisfaction scores, and issue resolution timelines.

Ensure that customer interactions comply with company guidelines and

industry regulations.

KNOWLEDGE & SKILL:

Excellent verbal communication skills and a friendly, approachable tone.

Ability to troubleshoot problems and provide solutions in a calm and

professional manner.

Strong multitasking abilities and attention to detail.

Proficient in using computer systems, customer service software, and phone

Systems.

A positive attitude, problem-solving skills, and a passion for helping

customers.

Ability to work well independently and in a team environment.

Flexible to work in shifts, including evenings and weekends, as needed.

COMPETENCIES:

Professional communication skills

Adaptability

Ability to work under pressure

High energy level