This position play a vital role, liaising between various customers and the Receiving Agents. They are responsible to answer customer calls at the first ring, with highest quality of service and the lowest error rate. Call Center Agents are as well responsible to handle customer’s inquiries and questions regarding the products and services, which the organization produces or provides and any related information regarding their transactions.
Duties and Responsibilities
Answering inbound calls and assisting customers who need to have their transaction taken (money transfer, bill payment and/or top ups) or have questions regarding our products or need assistance locating an agent near to them.
Providing individualized customer service of high-standard professional level. The quality of service that our agents are required to handle is 92% of our Quality check-list.
Building the interest of customers in the products and services offered by the organization.
Updating the existing database with any modifications or changes of the customer’s information (address, phone number, beneficiaries, etc.).
Handling customers directly either by telephone and responding to customer inquiries and questions promptly.
Providing feedback regularly on the effectiveness and soundness of policies and procedures of the Call Center department to their Supervisor.
Facilitating the collected competitive information to monitor business opportunities and trends.
Determining problems or issues in queries or complaints handling nature and proposing solutions for Enhancements.
Skills and Specifications
Ability to handle customer’s calls at the first ring and with courtesy ensuring their transaction is completed at the first call.
Ability to understand as well as grasp basic customer information.
Ability to handle diverse people.
Ability to cope up with difficult customer situations.
Should analyze the customer problem properly and provide logical solutions.
Ability to make effective use of resources (telephone, personal computer, applications and time).
Excellent communication, customer service, interpersonal, and typing skills.
Education and Qualifications
High school diploma from an accredited institution
General education degree.
Interest in helping customers.
Advanced English Skills
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