Call Center Agent

Key Responsibilities1. Customer Interaction

• Answer incoming calls promptly and professionally, providing assistance on Gas connections bookings, deliveries, service issues, and account information.
• Make outbound calls for follow-ups, confirmations, feedback, and service reminders.
• Accurately record customer details, complaints, and requests in the company CRM or ticketing system.
• Ensure polite, clear, and professional communication at all times.

2. Complaint Handling & Resolution

• Register and categorize customer complaints and escalate them to the appropriate department (Maintenance, Delivery, Technical, etc.).
• Follow up on unresolved issues to ensure timely closure and customer satisfaction.
• Maintain detailed logs of interactions, resolutions, and pending cases.

3. Information & Coordination

• Provide customers with accurate information about LPG products, pricing, safety procedures, and company services.
• Coordinate with field teams, dispatch, and logistics departments for delivery and service schedules.
• Notify supervisors about critical incidents, emergencies, or service disruptions.

4. Reporting & Documentation

• Maintain records of daily calls, performance logs, and customer feedback reports.
• Support preparation of periodic service performance summaries (daily/weekly/monthly).
• Identify recurring issues and report trends to management for process improvement.

5. Compliance & Standards

• Adhere to company quality, safety, and customer service policies.
• Protect customer data confidentiality and follow data protection (GDPR) guidelines.
• Ensure all safety communication complies with LPG industry standards and regulations.

Qualifications & Experience

• Diploma in Business Administration, Communications, or equivalent.
• 1–3 years of experience in a call center, customer service, or gas industry preferred.
• Proficiency in English (additional languages are an advantage).
• Familiar with CRM systems, call center software, and MS Office tools.

Job Type: Full-time