Position          : Call Centre Agent

Reports to       : Call Center Supervisor

Supervises      : NA

No’ of Supervisees: NA

Department    : Commercial and Operations Service

No. Positions : 5

Duty Station   : Duty Area

Job Purpose

To provide exceptional customer service by handling incoming calls, inquiries, and complaints related to electricity distribution services. The Call Centre Agent serves as the first point of contact for customers, ensuring their issues are addressed promptly. This role also involves supervising graduate trainees, guiding them to deliver high-quality service and support the team’s objectives.

Impact: The Call Centre Agent plays a crucial role in shaping the customer experience and enhancing customer satisfaction. By providing timely and effective responses to customer inquiries and concerns, this position helps build trust and loyalty among customers.

Key Result Areas

1. Respond promptly to customer inquiries and complaints, providing accurate information and solutions
2. Handle calls diplomatically, ensuring that customer concerns are resolved in a professional and courteous manner
3. Conduct regular performance evaluations and offer constructive feedback to trainees to support their professional development
4. Monitor call volume and response times, ensuring adherence to service level agreements (SLAs) and departmental standards
5. Prepare and maintain records of calls handled, including resolutions and customer feedback for reporting purposes
6. Identify recurring issues and escalate complex problems to the appropriate departments for further investigation and resolution
7. Collaborate with other teams to ensure comprehensive support for customer inquiries and complaints
8. Gather customer feedback on service experiences and identify opportunities for improvement in call centre operations
9. Contribute to the development of strategies and initiatives aimed at enhancing customer service quality
10. Ensure compliance with company policies, procedures, and regulatory requirements in all customer interactions
11. Participate in quality assurance processes to evaluate call quality and adherence to customer service standards.

Expected Output

1. High customer satisfaction ratings through effective handling of inquiries and resolution of complaints
2. A well-trained and competent team of graduate trainees contributing positively to call centre operations
3. Accurate records and reports that provide insights into call centre performance and customer feedback
4. Identification and implementation of improvements in customer service processes based on feedback and performance metrics
5. Compliance with all relevant policies and quality standards, ensuring professionalism in customer interactions.

Person Specifications

Academic Qualifications

• Bachelor’s Degree in Business Administration, Communication, Customer Service Management, or a related field

Experience

• 2 years of experience in a customer service or call centre role, preferably in the utilities or service industry

Competencies

• Strong commitment to understanding and addressing customer needs
• Excellent verbal and written communication abilities for effective interactions with customers and team members
• Ability to guide and mentor graduate trainees, fostering a supportive learning environment.
• Capacity to analyze customer issues and develop practical solutions promptly
• Strong attention to detail and ability to manage multiple tasks in a fast-paced environment
• Flexibility to handle a variety of customer inquiries and changing circumstances in the call centre
• Familiarity with call centre software, customer relationship management (CRM) systems, and Microsoft Office applications.

Working Environment

Office based with limited travel to up country stations. Shift basis assignments should be expected.