The Contact Center Agent is responsible for handling inbound and outbound customer interactions, providing exceptional service, and resolving inquiries efficiently.
The agent serves as the first point of contact for customers, ensuring a positive experience while supporting the company’s products and services.
Key Responsibilities
Answer incoming customer calls, emails, and chat inquiries in a professional and timely manner.
Provide accurate information about products, services, promotions, and technical support.
Resolve customer issues, complaints, and inquiries with a focus on customer satisfaction.
Process service requests, billing inquiries, and account modifications as needed.
Escalate complex issues to the appropriate department or supervisor when necessary.
Maintain a strong knowledge of company offerings, policies, and procedures.
Accurately document customer interactions and resolutions in the CRM system.
Achieve individual and team performance targets, including call handling time and customer satisfaction scores.
Adhere to company policies, compliance requirements, and quality assurance standards.
Participate in ongoing training sessions to enhance knowledge and customer service skills.
Requirements
Qualifications & Requirements
HND or Bachelor’s degree.
One year Prior experience in a contact center, customer service, or telecommunications industry is an advantage.
Excellent verbal and written communication skills.
Strong problem-solving and conflict resolution abilities.
Ability to multitask and work in a fast-paced environment.
Proficiency in using computers, CRM systems, and Microsoft Office applications.
