Contact Centre Agent

As a Contact Centre agent, you will be responsible for creating positive customer experiences through the handling of customer interactions via multiple communication channels. These channels include phone calls, emails, chats, and social media.

1. Customer Interaction: Engage with customers courteously and professionally through inbound and outbound communication channels.
   

2. Issue Resolution: Address customer inquiries, resolve problems, and provide effective solutions to ensure a positive customer experience.
   

3. Communication: Clearly and effectively communicate information to customers. Use active listening skills to understand customer needs.
   

4. Documentation: Accurately document customer interactions, issues, and resolutions in AutoXpress' internal systems.
   

5. Team Collaboration: Work collaboratively with team members and other departments to resolve complex customer issues and share best practices.
   

6. Product/Service Knowledge: Develop and maintain a comprehensive understanding of the company's products or services to provide accurate information to customers. Attend and actively participate in scheduled trainings.
   

7. Quality Assurance: Adhere to established quality standards and follow company guidelines to ensure consistent and high-quality customer service.
   

8. Performance Metrics: Meet or exceed performance metrics, including response time, resolution time, and customer satisfaction scores.
   

9. Other: duties as assigned