Call Centre Representative

Job title : Call Centre Representative

Job Summary

• The Call Centre Representative is responsible for handling customer interactions professionally and efficiently through inbound and/or outbound calls.
• The role involves responding to customer enquiries, providing accurate information, resolving complaints, and ensuring a positive customer experience while meeting assigned performance targets.

Key Responsibilities

• Handle inbound and outbound customer calls professionally and courteously.
• Respond to customer enquiries and provide accurate and timely information.
• Resolve customer complaints and escalate complex issues appropriately.
• Follow approved call scripts, processes, and service guidelines.
• Make follow-up calls where necessary to ensure customer issues are resolved.
• Maintain a high level of professionalism and customer service at all times.
• Meet assigned KPIs and performance targets, including call volume, quality, customer satisfaction, and adherence.
• Protect customer information and maintain confidentiality.
• Work collaboratively with Team Leads and other departments to resolve customer issues.
• Participate in required training, coaching, and performance improvement sessions.
• Comply with company policies, procedures, and client-specific requirements.

Requirements

• Minimum of OND in any related field
• Minimum of 2 years experience as a call centre representative.
• Excellent verbal and written communication skills.
• Good listening and interpersonal skills.
• Ability to remain calm and professional when handling difficult customers.
• Good problem-solving and conflict-resolution skills.
• Experience using MS Office applications
• Ability to work effectively in a target-driven environment.
• Willingness to work shifts, weekends, or public holidays where required.