Role Overview: We are looking for a Call Center Agent to be the first point of contact for our customers. The role focuses on handling inbound/outbound calls, providing accurate information, resolving issues, and ensuring a positive customer experience. Key Responsibilities: Answer incoming calls and respond to customer inquiries promptly. Provide accurate information about products, services, and processes. Log customer requests, complaints, and feedback into the system. Escalate unresolved issues to the appropriate team. Meet performance targets including call handling time, quality, and customer satisfaction. Uphold company service standards and represent the brand professionally.
- Responsible for overseeing daily operations of the call center team to ensure excellent customer service, quality performance and achievements of service levels. The role includes - - Supervise, support, and motivate call center agents to achieve daily, weekly and monthly performance targets - Conduct team meetings, daily briefings, and performance discussions - Prepare shift rosters, schedule rotations, and ensure adequate staffing - Monitor agents' call, emails and customer interactions using QA tools - Provide constructive feedback aand one-on-one coaching sessions - Handle escalated customer complaints professionally and provide resolutions - Ensure customer satisfaction and maintain service quality standards - Maintain attendance, productivity records, and disciplinary documentation