Responsibilities

The holder of this position will first begin as a trainee then later transition into Call Centre Agent role after successfully meeting the training requirements. Below are some of the duties and responsibilities during and after the training:

• Manage large amounts of outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets
• Research required information using available resources
• Document all call information according to standard operating procedures
• Complete call logs and reports
• Recognize, document, and alert the management team of trends in customer calls
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Utilize software, databases, scripts, and tools appropriately
• Meet personal/team qualitative and quantitative targets
• And any other duties assigned

Qualifications

• 1 year experience in a call center or customer service environment
• Diploma or Degree in public relations or any other related field
• Knowledge of administration and clerical processes
• knowledge of customer service principles and practices
• knowledge of call center telephony and technology
• Familiarity with CRM systems and practices
• Verbal, (English language proficiency
• Superior listening skills
• Proficient in relevant computer applications
• Stress tolerance and resilience
• Excellent data entry and typing skills
• Achieve thoroughness and accuracy when accomplishing a task.
• Willingness to think proactively and anticipate future needs