Call Centre Agent

A Call Centre Agent is responsible for handling customer inquiries, providing assistance, and resolving issues over the phone. They serve as the first point of contact for customers and must ensure a high level of customer satisfaction. The agent addresses customer concerns, responds to product or service inquiries, and escalates complex issues to the appropriate department. They also maintain accurate records of customer interactions and adhere to call centre guidelines and protocols.

Responsibilities

• Answer incoming calls and address customer inquiries
• Provide information about products, services, and promotions
• Resolve customer complaints in a professional and timely manner
• Escalate complex issues to relevant departments for resolution
• Maintain accurate and detailed records of customer interactions
• Follow call centre guidelines and protocols for call handling
• Meet individual performance targets and quality assurance standards
• Keep up to date with product knowledge and company policies

• High school diploma or equivalent
• Previous experience in a customer service or call centre role is preferred
• Excellent communication and interpersonal skills
• Strong problem-solving abilities
• Proficiency in using call centre software and CRM systems