Call Centre Agent

• Handle inbound and outbound calls from customers regarding product inquiries, orders, billing issues, and general support.
• Listen actively to customer concerns, empathize with their needs, and provide appropriate solutions or information.
• Accurately enter and update customer information in the system during call interactions.
• Follow call scripts and guidelines to ensure consistent and professional communication with customers.
• Identify and escalate complex or unresolved issues to appropriate departments or supervisors for further resolution.
• Meet or exceed established performance metrics, including call handling time, first call resolution, and customer satisfaction scores.
• Collaborate with team members and departments to share knowledge and best practices for customer service.
• Stay informed about company products, services, policies, and procedures to provide accurate information to customers.
• Maintain confidentiality of customer information and adhere to data protection regulations.

Requirements:

• High school diploma or equivalent.
• Previous experience in customer service, call centre, or related field.
• Excellent communication and interpersonal skills.
• Ability to remain calm and professional under pressure.
• Strong problem-solving and decision-making abilities.
• Basic computer skills and familiarity with call centre technology and software.
• Ability to multitask and prioritize tasks effectively.