Main Responsibilities of the Job
• Answer inbound customer calls, manage inquiries, and provide solutions to customer
issues or requests in a professional and timely manner.
• Make outbound calls as required for follow-ups, surveys, or initiative-taking customer
outreach.
• Provide clear, accurate, and comprehensive information to customers regarding
products, services, policies, and procedures.
• Maintain a high standard of customer service to ensure customer satisfaction and
loyalty.
• Escalate complex issues or unresolved complaints to the appropriate supervisor or
department for further assistance.
• Ensure that all customer interactions are managed with empathy and professionalism,
aiming to achieve first-call resolution whenever possible.
• Accurately log and update customer details, inquiries, and resolutions in the CRM
system or relevant databases.
• Adhere to company policies, procedures, and service level agreements (SLAs) while
managing customer inquiries and interactions.
• Follow proper protocols for handling sensitive customer data and information in
compliance with data protection and privacy laws.
• Report any recurring issues, complaints, or customer trends to supervisors or relevant
teams for follow-up action.
• Assist with conducting customer satisfaction surveys or follow-up calls to ensure
issues have been resolved satisfactorily.
• Collaborate with other call centre agents and departments to ensure a seamless and
positive customer experience.
• Participate in team meetings to discuss performance, challenges, and best practices
for improving customer service.
• Share knowledge and insights gained from customer interactions to support team
development and service enhancement.
• Participate in ongoing training and professional development opportunities to improve
skills, product knowledge, and customer service techniques.
• Stay informed about new products, services, or changes in company policies that may
affect customer interactions.

Professional, academic qualifications and experience
• High School Diploma or General Education Development (GED), associate degree or bachelor’s degree in business administration, Communications, Customer Service, or a related field.
• 1-2 years of experience in a customer service role, preferably within a call centre
environment or similar fast-paced service setting.