Call Center Representative

The purpose of this role is to deliver excellent customer service in addressing customer queries/concerns received either from voice or non-voice communication platforms. The resource is expected to document/log all customer interaction accordingly and produce quality service in accordance to set guidelines and key performance indicators.

Main accountabilities

Answers customer issues/concerns using voice/non-voice communication tools.

Assesses customers needs/requests by gathering information, doing research and solving customer issues based on standard processes

Provides pieces of information needed/requested by customers regarding products and services Communicates appropriate options needed in order to provide timely resolution

Documents/Logs all customer interactions in accordance to quality standard

Coordinates with higher level of support for challenging/non-L1 type of concerns for resolution

Participates in special tasks and performs other duties as assigned.

Requirements

Fresh grad to 6 months experience in a Call Center

Background/Experience to Customer Service Delivery in a similar industry is a requirement

Demonstrates good oral and written communications skills with ability to articulate in an organized and concise manner

Establishes customer needs through enhanced probing techniques

Fluent English;

Attention to details;

Good knowledge of MS Office;

Typing/keyboarding proficiency

Attention to details and analytical skills;

Ability to cooperate smoothly with other team members.

Amenable to work on shifting schedules