Recruitment Criteria

Experience:

Minimum 1 year of experience in customer service or a call center environment.

Education:

• High school diploma or equivalent required
  
• A bachelor’s degree in any related field is an added advantage
  
• A medical background is an added advantage
  

Skills & Competencies:

• Strong verbal and written communication skills.
  
• Excellent interpersonal and listening abilities.
  
• Proficiency in computer applications and CRM systems.
  
• Strong problem-solving and conflict resolution skills.
  
• Ability to handle high-pressure situations professionally.
  
• Strong attention to detail and accuracy.
  
• Ability to multitask, prioritize, and manage time efficiently.
  
• A positive and customer-focused attitude.
  

1. Handle inbound and outbound calls, emails, and chats (whatever applicable) in a professional and timely manner.
   
2. Understand and communicate company products, services, and policies accurately.
   
3. Provide solutions to customer inquiries and resolve complaints effectively.
   
4. Ensure adherence to call scripts, protocols, and quality standards.
   
5. Maintain customer interaction records in the system for future reference.
   
6. Escalate unresolved issues to the appropriate department or supervisor.
   
7. Follow up with customers to ensure their concerns have been addressed satisfactorily.
   
8. Maintain a positive and empathetic attitude while interacting with customers.
   
9. Participate in training programs to enhance product knowledge and customer service skills.
   
10. Support marketing and sales initiatives by providing customers with relevant information (if applicable).
    

Operational Duties

1. Meet performance KPIs, which are provided and signed.
   
2. Adhere to company policies, procedures, and compliance guidelines.
   
3. Maintain a high level of professionalism and integrity in all interactions.
   
4. Work closely with team members to improve overall service quality.
   
5. Participate in team meetings, coaching sessions, and feedback discussions.
   
6. Stay up to date with company updates, new product launches, and industry trends.