Job Description
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
