Call Centre Representative

We are looking for a customer-focused Call Centre Representative to handle inbound and outbound calls professionally and efficiently. The ideal candidate will provide exceptional customer service, resolve inquiries, and support customers with their needs while maintaining a positive and professional attitude.

Key Responsibilities:

• Answer incoming calls and respond to customer inquiries in a polite and professional manner.
• Handle outbound calls to follow up on customer concerns, provide information, or conduct surveys.
• Assist customers with product/service details, troubleshooting, and issue resolution.
• Maintain accurate records of customer interactions in the CRM system.
• Escalate complex issues to the appropriate departments when necessary.
• Meet performance targets, including call handling time, resolution rate, and customer satisfaction.
• Provide feedback and suggestions to improve call centre processes.
• Adhere to company policies, scripts, and quality assurance standards.

Requirements:

• High school diploma or equivalent (Bachelor’s degree preferred).
• Previous experience in customer service or call centre roles is an advantage.
• Excellent verbal and written communication skills.
• Strong problem-solving and active listening abilities.
• Ability to handle high call volumes and multitask efficiently.
• Proficiency in computer applications and CRM systems.
• Fluency in multiple languages is a plus.
• A positive attitude and ability to remain calm under pressure.

• Knowledge of basic troubleshooting techniques for customer support.
• Experience in sales, upselling, or cross-selling is a plus.
• Ability to work in rotational shifts, weekends, or public holidays if required.