Call Centre Agent

Academic Qualifications

• Bachelor’s Degree in Business Administration, Communication, Customer Service Management, or a related field
  

Experience

• 2 years of experience in a customer service or call centre role, preferably in the utilities or service industry
  

Competencies

• Strong commitment to understanding and addressing customer needs
  
• Excellent verbal and written communication abilities for effective interactions with customers and team members
  
• Ability to guide and mentor graduate trainees, fostering a supportive learning environment.
  

1. Respond promptly to customer inquiries and complaints, providing accurate information and solutions
   
2. Handle calls diplomatically, ensuring that customer concerns are resolved in a professional and courteous manner
   
3. Conduct regular performance evaluations and offer constructive feedback to trainees to support their professional development
   
4. Monitor call volume and response times, ensuring adherence to service level agreements (SLAs) and departmental standards
   
5. Prepare and maintain records of calls handled, including resolutions and customer feedback for reporting purposes
   
6. Identify recurring issues and escalate complex problems to the appropriate departments for further investigation and resolution
   
7. Collaborate with other teams to ensure comprehensive support for customer inquiries and complaints
   
8. Gather customer feedback on service experiences and identify opportunities for improvement in call centre operations
   
9. Contribute to the development of strategies and initiatives aimed at enhancing customer service quality
   
10. Ensure compliance with company policies, procedures, and regulatory requirements in all customer interactions
    
11. Participate in quality assurance processes to evaluate call quality and adherence to customer service standards.