Private
Responsibilities
- Manage all incoming phone calls and handle customer complaints; provide appropriate solutions and alternatives within the time limits.
- Identify and assess customers’ needs to achieve satisfaction
- Provide call-in clients with accurate, valid and complete information by using the right methods/tools
- Follow up with unresolved customer complaints to ensure resolution and build sustainable trust through interactive & open communication.
- Identify and assess customers’ needs to achieve satisfaction
- Keep records of customer interactions
- Respond to all written communications with customers within a very short period through company communication channels and uphold the communication procedures, guidelines and policies.
- Meet personal/team qualitative and quantitative targets.
- Collect data, identify customers’ needs, and clarify information.
- Follow communication/call center “scripts” when handling different topics/subjects.
- Able to probe knowledge of company products and services and seize opportunities to upsell company services and promotions.
- Build sustainable relationships and engage customers by going the extra mile.
- Keep records of all conversations in our call center database in a comprehensible way.
- Knowing Bolabet products inside and out so that you can answer questions.
- Communicating and coordinating with colleagues as necessary.
Requirements & Skills
- Proven customer support experience or experience as a Client Service Agent will be an added advantage.
- Track record of over-achieving targets/quotas
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- Full Grade 12 certificate of 5 credits or better with Mathematics and English inclusive.