The purpose of the contact centre agent is to respond to incoming and outgoing calls to and from customers. Respond to enquiries (calls, email and social media platforms), manage complaints, troubleshoot significant customer service problems and provide general information. The consultant will be a member of the primary contact team.
Your responsibility is also to project a professional company image through voice and online interactions.
Job Responsibilities:
- Answer incoming calls and respond to customer's emails as well as other social media platforms in a professional, efficient and effective manner.
- Providing customers with the organization’s service and product information
- Handling and resolving customer complaints regarding product sales to customer service problems.
- Recording details of comments, inquiries, complaints, and actions taken
- Manage and resolve customer queries, complaints as well as provide the relevant feedback to customers.
- Identify and escalate issues to the relevant Department manager or Head of Department
- Route calls to appropriate resources
- Other duties assigned
- Grade 12 or equivalent
- Proficiency in relevant computer applications
- 1- 3 years of experience in call centre environment
- Knowledge of customer service practices and principles
- Pay attention to detail
- Be diligent, timely and professional
- Strong listening, verbal and written communication skills
