Job Overview

Our client in the microfinance is looking for a skilled Call Centre Representative.The Call Center Representative is responsible for managing inbound and outbound communication with customers across phone, email, and chat channels. This role ensures customer satisfaction by addressing inquiries, resolving complaints, logging interactions, and providing accurate product and service information. The representative will also support sales initiatives through upselling and contribute to continuous service improvement through feedback collection.

Key Responsibilities:

Customer Interaction:

• Handle inbound and outbound calls to respond to inquiries, provide support, and resolve customer concerns.

Customer Support & Problem Solving:

• Address customer complaints with professionalism, ensuring a positive customer experience and timely issue resolution.

Communication & Documentation:

• Maintain accurate records of customer interactions using CRM systems while adhering to communication protocols.

Sales & Upselling:

• Identify opportunities to promote additional products or services and work toward achieving sales targets.

Performance & Quality Adherence:

• Follow approved scripts while maintaining a personable tone, ensuring adherence to performance metrics including resolution time and call quality.

Database Management:

• Regularly update and maintain customer data, including contact information and transaction history.

Technical Troubleshooting:

• Diagnose and resolve basic technical issues or escalate them to the appropriate department when necessary.

Product & Service Knowledge:

• Provide comprehensive information about products and services, including pricing, features, and benefits.

Feedback Collection:

• Gather and report customer feedback to help enhance products, services, and overall customer experience.

​​​​​​​Requirements

Qualifications & Skills:

• Proven experience in a call center or customer service environment preferred
• Excellent verbal and written communication skills
• Strong problem-solving and interpersonal skills
• Ability to multitask and manage time effectively
• Familiarity with CRM systems and practices
• Sales experience or aptitude is a plus
• High school diploma or equivalent; additional certification in customer service is a plus