Your tasks
- Respond to inbound customer calls, emails and enquiries in a timely and professional manner
- Provide accurate information about products, services and company policies to customers
- Handle customer complaints and concerns with empathy, working towards swift and satisfactory resolutions
- Log and document all customer interactions and transactions accurately in the system
- Maintain detailed records of customer accounts and interactions to ensure continuity of service
- Process customer requests, including orders, cancellations and account amendments
- Escalate complex issues to appropriate departments or management when necessary
- Follow established procedures and protocols to ensure compliance with company standards
- Meet or exceed key performance indicators, including call handling time, first-call resolution and customer satisfaction scores
- Participate in training programmes to enhance product knowledge and customer service skills
Requirements
- Excellent verbal communication skills with the ability to articulate information clearly and professionally
- Strong listening skills and the ability to understand customer needs and concerns
- Ability to multitask and manage multiple customer enquiries simultaneously
- Proficiency with computer systems, databases and call centre technology
- Typing proficiency and accuracy in data entry
- Ability to remain calm under pressure in a fast-paced environment
- Team player with a positive attitude and willingness to help colleagues
- Flexibility to work shift schedules once the training is concluded.
- Secondary education qualification or equivalent; diploma or higher qualification is advantageous
- Previous customer service or call centre experience is preferred
