Call Centre Agent

Accountabilities

• Handle incoming calls and manage outgoing calls as required.
• Manage large amounts of inbound and outbound calls in a timely manner, logging the customer request, complaints, troubleshoot.
• Identify customers needs, clarify information, research every issue and provide solutions and/or alternatives.
• Follow communication scripts when handling different topics.
• Maintains customer records by updating account information.
• Respond to queries, amend data and re-issue tasks as required
• Provide a friendly and professional point of contact for customers for any queries or concerns.
• Repost Farnek posts on social media forums.
• Promoting company activities online on social media forums like LinkedIn, Facebook and Instagram
• Direct customer inquiries to HR, if any

Key Performance Indicators

• Number of Customers
• Number of customer complaints addressed
• Number of post reposted

Education/Qualification, Skills, Competencies and Experience

Identify the recruitment specifications needed to perform this job at fully-acceptable level

Education/Qualification

Diploma

Experience (experience required for the job)

• 1+ years of experience in a call center or contact center setting
• Strong understanding of company policies, and services.

Skills (general job knowledge & skills)

• Organizational skills
• Time management
• Sense of responsibility and responsiveness
• Communication skills
• Safety
• Customer focus
• Problem solving
• Analytical skills
• Training and coaching
• Team Management

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