Purpose
Answer incoming calls from customers to answer inquiries and questions, handle/logging complaints, troubleshoot problems and provide information. Training/information/script related to business domain will be provided to the agents.
Main Job Tasks and Responsibilities
· Answer calls and respond to emails
· Handle customer inquiries both telephonically and by email (email might not be a significant need)
· Research required information using available resources
· Manage and resolve customer complaints
· Provide customers with product and service information
· Process forms and applications
· Identify and escalate priority issues
· Route calls to appropriate resource
· Follow up customer calls if necessary/applicable
· Document all call information according to standard operating procedures if needed
· Complete call logs
· Produce call reports
Education and Experience
· Diploma or above (students encouraged)
· Good knowledge of basic computer handling
· Required language proficiency
· Knowledge of customer service principles and practices
· Basic knowledge of call centre telephony and technology
· Some experience in a call center or customer service environment
· Good data entry and typing skills
· Knowledge of administration and clerical processes
Key Competencies
· Verbal and written communication skills
· Listening skills
· Problem analysis and problem solving
· Customer service orientation
· Organizational skills
· Attention to detail
· Judgment
· Adaptability
· Team work
· Stress tolerance
· Resilience