Key Responsibilities:

• Customer Service & Support:

  • Handle inbound and outbound calls in a professional and courteous manner.
  • Assist customers with inquiries, concerns, and requests, ensuring a positive customer experience.
  • Provide product or service information, and resolve customer issues or complaints in a timely and accurate manner.
  • Maintain a high level of professionalism when dealing with customers, demonstrating empathy, patience, and active listening skills.

• Call Management:

  • Efficiently manage call volume by adhering to call handling times and service level standards.
  • Document and record all customer interactions in the call center software, maintaining accurate and up-to-date records.
  • Escalate complex or unresolved issues to appropriate departments or higher-level staff when necessary.

• Problem Resolution:

  • Identify customer concerns and provide appropriate solutions or alternatives, working to resolve issues on the first call whenever possible.
  • Follow up on customer inquiries and provide updates on the status of ongoing issues.
  • Offer proactive solutions to common customer problems to reduce repeat calls.

• Product/Service Knowledge:

  • Maintain thorough knowledge of company products, services, policies, and procedures to provide accurate information.
  • Stay up-to-date on any changes to company offerings or processes to ensure the highest level of service..

• Multitasking & Efficiency:

  • Handle multiple tasks simultaneously, including call handling, data entry, and system navigation.
  • Demonstrate strong time management skills to maintain productivity and meet individual goals.

Qualifications:

• Education & Experience:

  • High school diploma or equivalent; a college degree is a plus.
  • Previous experience in customer service, call center, or retail roles is preferred but not required.
  • Good English in Speaking and Writing