Customer Services Agent

1. BRIEF DESCRIPTIONOF JOB FUNCTION

The Call Centre Agent is responsible for incoming and outgoing calls. The role involves sales and customer service.

This role requires an individual who is self-motivatedwith high levelsof energy and drive. The Call

Centre Agent must have strong communication skills with the ability to maintain good rapport on the phone.

1. DUTIES ACTUALLY PERFORMED BY THIS POSITION:

1. Answer all calls within 2 rings
2.  Cordial and positive tone of voice in all calls
3. Focus on needs of the customer and provide for their queries and requests
4. Sell, up-sell and cross-sell different products and services to the customer
5. Ensure the next steps and requirements are aligned and clarified with the customer before the end of the call
6. Data entry
7. Filing and documentation management
8. Updating information and ensuring accuracy of data records

1. ESSENTIAL QUALIFICATION REQUIRED (EDUCATION/ EXPERIENCE/ SKILLS)

1. Minimum of high school certification
2. Diploma and some form of work experience is preferred
3. Strong communication skills
4. Good selling skills
5. Positive energy and teamwork ethos
6. Excellent written and oral communication skills.
7. Strong English language
8. Good understanding of the services
9. Be highly computer literate, particularly in Microsoft Office Products.

1. Targets

Key performance indicators and targets to be agreed.

1. Commission or incentives

Commissions or incentives to be agreed. Important notes:

• Commission is only payable if all KPI targets are achieved.

1. Typical Working Conditions

Normal Working Hours40 hours a week

Working Timing is rotating shift.

Work may require occasional weekend and/or evening work