Responsibilities

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Call clients and customers to inform them about the company’s new products, services, and policies.
• Guide callers through troubleshooting, navigating the company site or using the products or services.
• Review customer or client accounts, providing updates and information about billing, shipping, warranties, and other account items.
• Collaborate with other call centre professionals to improve customer service.
• Provide friendly, courteous service to customers always and ensure they finish their call with you satisfied and happy.
• Escalate customer complaints to the complaints team or management.
• Work in line with company KPI’s regarding call volume and service levels.

Minimum Qualifications

• At least minimum of 5 years of working in customer service role, or in a call centre is required.

Technical Competencies:

• Strong communication, both written and verbal
• Great active listening skills
• Exceptional interpersonal and rapport building skills.
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Troubleshooting skills, either basic or advanced, depending on the role and industry
• Computer literacy
• Phone skills, including familiarity with complex or multi-line phone systems.
• In-depth knowledge of a company’s products and/or services
• Expertise in the customer service area they focus in, such as accounts, sales, technical support, or another area.
• Able to multi-task effectively.

Behavioural Competencies:

• Ability to work under pressure and multitask effectively.
• Good Verbal communication & interpersonal Skills.
• Attention to Detail.