Job Description
We are looking for ambitious individuals who are able to connect with absolutely anyone. Our contact centre team values a customer-centric approach and ensure, more than anything else, to provide support to our customers in the best way possible. The role of contact centre agent is critical for us. You will often be the primary point of contact for our customers when they really need us the most. Your mission is to interact with customers through various channels, providing general service/product information and troubleshooting product, service or technical issues.
Responsibilities
Ensure that all problems are resolved speedily achieving high levels of first contact resolution and excellent customer satisfaction;
Provide an excellent standard of service of but not only product and service information through online, e-mail, telephony and any other support channel to ensure that customers' expectations are met and exceeded;
Other duties as assignedOther duties as assigned
Process sales orders and agreements
Be prepared to undergo further training to keep abreast with customers' needs
Alert the line management of trends in customer interactions
Corresponding with customers or enquirers via telephony, digital channels, such as but not only WhatsApp, live chat, email and social media according to company practices;
Regularly meet targets set by line management.
Be responsive and flexible to business working hours and team needs, maintaining a professional approach at all times.
Be capable of identifying new sales, upselling or cross-selling opportunities from possibly every contact interaction and seal the deal immediately.
Carry out effective troubleshooting, following up of interactions and logging of customer conversations as per standard operating procedures;
Qualifications
Strong command of verbal and written communication in the English language
Ability to add personality to interactions: Be conversational – yet professional
Superior listening skills and knowledge of customer service practices and principles
1 to 3 years of experience in a contact centre environment
Excellent data entry and typing skillsExcellent data entry and typing skills
Ability to multi task effectively and handle stressful situations appropriately
Proficient in but not only MS computer applications
Ability to think on your feet and meet customers at their level
Technical knowledge and/or experience as a major skillset
Benefits
HMO after 6 months
Accrued SIL after 6 months
Mandated Government Benefits