Call Center Specialist

Overview

The Contact Center Specialist is responsible for handling inbound and outbound customer interactions in a professional and efficient manner. The role focuses on providing accurate information, resolving inquiries and complaints, and ensuring a high level of customer satisfaction while adhering to company policies and service standards.

Responsibilities

• Handle incoming and outgoing calls, emails, and chats professionally
• Respond to customer inquiries and resolve issues promptly
• Record, update, and maintain customer information in the system
• Escalate complex cases to the appropriate department when necessary
• Follow communication scripts, policies, and procedures
• Meet performance targets such as response time, quality, and customer satisfaction
• Maintain confidentiality of customer and company information
• Provide feedback and suggestions to improve service quality

Qualifications & Skills

• Diploma or Bachelor's degree (preferred)
• Previous experience in a call center or customer service role is an advantage
• Excellent communication skills in English (spoken and written)
• Strong problem-solving and interpersonal skills
• Ability to work under pressure and handle difficult situations
• Basic computer skills and familiarity with CRM systems
• Team player with a customer-focused attitude

Working Conditions

• Ability to work shifts if required
• Office-based or contact center environment