Job Description

DUTIES & RESPONSIBILITIES

• Build rapport with customers by handling every customer call courteously and professionally,
  
• Ensures consistently imparts the correct product and service information during each call.
  
• Obtains, imparts, clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service
  
• Demonstrate appropriate levels of empathy in situations that require these skills, and provide customers with caring, individualised attention.
  
• Accurately tags each call as per the defined tagging list/CRM tagging list.
  
• Ensure that the quality of each call complies with predefined quality parameters.
  
• Consistently contributes towards improving customer experience by identifying potential areas for process/productivity improvements and highlights the same to the Team Leader.
  
• Utilises the relevant tools and resources provided by the Company to respond to customer queries and requests.
  
• Ensure strict adherence to established attendance schedules.
  
• Provides on-the-job training support to new team members to facilitate improvement in their levels of performance through a mentor/mentee relationship.
  
• Provides the relevant reports daily – where applicable.
  
• Appropriately escalates customer queries to the Team Leader to ensure speedy resolution of the same.
  
• Ensures daily performance targets are met.
  

KNOWLEDGE, SKILLS AND ABILITIES

• A degree or a Diploma will be an added advantage
  
• Excellent listening skills; uses appropriate probing techniques to facilitate a clear understanding of queries and thus provide appropriate and accurate solutions to customer queries.
  
• Good typing speed and computer skills, particularly in Microsoft Office applications
  
• Good communication skills, including a clear voice, and fluency in English and local languages of the respective location.
  
• Ability to work in a team environment
  
• Ability to maintain a calm disposition, particularly in stressful work situations.
  
• Displays a positive attitude; ability to remain positive and energetic throughout a workday.
  
• Updates self on products and services by reading new product information, and participating in training opportunities
  
• Updates own market intelligence on comparative products and services
  

WORK CONDITIONS:

• Ability to work any shift in a 24/7 work environment including odd hours; weekends and public holidays
  
• Ability to work extra hours to meet business needs
  
• To reside within a reasonable travel distance to the office, as defined by the Company; to facilitate ease of transport arrangements – where applicable
  
• May be required to undergo periodic medical examination to assess own suitability for continued employment at the Call Centre
  

YEARS OF RELEVANT WORK EXPERIENCE:-

• Entry Level/No experience