JOB PURPOSE

The purpose of this role is to professionally interact with the customers and fulfil their enquiry directly or communicate the customers’ need to the appropriate resource within the company in a timely and accurate manner.

The Customer Service Agent is expected to enhance the sales and service experience of the business unit’s customers by acting as direct point of contact for its customers. The role requires effective interaction with these customers to provide information in response to inquiries about products, or services, and to handle all call centre communication.

ESSENTIAL ACCOUNTABILITIES, RESPONSIBILITIES AND KPIs

• Building a strong positive relationship by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately.
• Provide relevant and accurate information to existing and potential customers.
• To deliver quality service to the customers.
• To ensure adequate information is given to the concerned.
• To cascade the problem to relevant people when needed.
• Handling a large volume of inbound calls in a timely manner.
• Follow communication scripts and use knowledge of the company’s products and services.
• Identify customer needs, research issues, resolve complaints, and provide solutions.
• Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team.