CONTACT CENTRE AGENTS 168 views

Job Description

We are seeking enthusiastic and dedicated Contact Centre Agents to join our team. Reporting to the Customer Experience Officer, the successful applicants will, among other key duties, be responsible for:

Duties and Responsibilities

Key Responsibilities
• Serve as the first point of contact for customers with questions or issues regarding our products or services.
• Respond to customer queries promptly and effectively via phone, email, social media, or chat applications.
• Offer solutions by actively listening to clients’ concerns about products or services.
• Manage a high volume of incoming inquiries and provide daily reports on statistics and details.
• Capture comprehensive details of queries in the designated system and update records as issues are resolved.
• Address customer complaints by providing appropriate solutions and alternatives within specified timeframes, and follow up to ensure resolution.
• Maintain accurate records of customer interactions, process customer accounts, and file documents in accordance with communication procedures, guidelines, and policies.
• Generate sales leads from inquiries and forward them to the business development team.
• Align customer experience strategies with marketing initiatives and inform customers about new product features and functionalities.
• Identify customer needs and take proactive steps to ensure positive experiences.
• Document processes and log technical issues and customer complaints.
• Stay informed about industry trends and new CRM technologies.

Qualifications and Experience

Minimum Qualifications & Experience
• Bachelor’s Degree in Business Management, Marketing, Public Relations, or equivalent.
• At Least 5 Ordinary Level Passes Including English Language & Mathematics.
• 2 years relevant experience.

Attributes
• Excellent written and verbal communication skills.
• Strong attention to detail.
• Ability to work effectively both in a team and independently.
• Proficient report writing skills.
• Fluent in English, Shona, and Ndebele.