Call Center Agent- English

Job Description

We are looking for a dynamic and customer-focused English Call Center Agent (CX) to join our team. As a CX Agent, you will play a key role in ensuring that our clients have a seamless and positive experience with our team. You will be responsible for understanding customer needs, resolving issues, and optimizing the end-to-end customer journey. This role requires a proactive, solutions oriented individual who is fluent in English and has a passion for delivering exceptional customer service.

Key Responsibilities

• Design and implement customer journey mapping to optimize the end-to-end customer experience, identifying pain points and opportunities for improvement.
• Serve as the primary point of contact for clients, ensuring that their needs are fully understood and addressed in a timely manner to meet and exceed expectations.
• Proactively resolve escalations related to BPO (Business Process Outsourcing) or call centre operations, ensuring that issues are addressed quickly and effectively.
• Regularly engage with clients to gather feedback on their experience and align solutions with their evolving needs and business objectives.
• Collaborate with internal teams to ensure customer feedback is used to enhance products.
• Maintain a high standard of customer service by addressing all inquiries and issues with professionalism and empathy.
• Ensure a positive experience for customers at all touchpoints, from initial contact through to resolution and follow up.
• Monitor and track performance metrics, such as response time, resolution time, and customer satisfaction, ensuring consistent improvement.

Skills and Qualifications

Language Skills: Fluent in English (both written and spoken).

Education: Bachelor's degree with an English Background is a plus.

Experience:

• 1-3 years of experience in customer service, customer experience.
• Experience with customer service platforms, CRM tools.

Communication Skills:

• Strong written and verbal communication skills in English.
• Ability to explain technical information clearly to non technical customers.

Problem Solving Skills:

• Ability to think critically and resolve complex issues efficiently.
• Capacity to handle challenging situations with professionalism and empathy.

Customer Centric Mindset:

• Strong customer service orientation with a passion for delivering high quality solutions.
• Ability to maintain a positive attitude and ensure customer satisfaction in all interactions.
• Ability to work effectively in a team environment and collaborate with various departments, including technical and support teams.

Organizational Skills:

• Strong attention to detail with the ability to manage multiple tasks and priorities.

Seniority Level

Entry level

Employment Type

Full time

Job Function

Customer Service

Industries

IT Services and IT Consulting