Contact Centre Agent - Front Desk

Description

\*\*Responsibilities: \*\*
• Making outbound customer engagements
• Handling web-chat queries
• Responding to customer emails and SMS’s
• Handling Inbound calls
• Achieving set performance KPIs
• Updating and recording customer info in CRM
• Informing TL of any anomalies or trends noticed via general activity
• Conflict resolution
• Attending and participating in team meetings with Team Leader & agents
• Sharing win’s & loses with team
• Call Quality compliance as per the defined parameters.
• Completing Adhoc tasks or campaigns as required by the Contact Centre.
\*\*Essential requirements (skills, knowledge experience & qualification(s) \*\*
• Candidate must possess at least a Diploma, Bachelor’s Degree in Marketing or other fields.
• Minimum 1 years’ sales or customer service experience / Fresher’s are also considered.
• Possess own transport or consistent mode of transport to work
• Must be able to communicate in English well. Other languages are secondary.
• Demonstrated ability to work effectively in a team environment
• Demonstrated organizational and time management skills, with the ability to prioritize
• An ability to service and work with people from different cultural backgrounds