The main duty of a Call Centre Agent is to respond to telephone inquiries about the company's products or services by following standard scripts and procedures. The incumbent is also responsible to ensure that all calls are answered within predetermined time scales and are dealt with the highest standards of customer service. The CCA will also document details of telephone conversation and actions taken, in order to make further follow-ups and corrective action as required.

• Build a customer-oriented focus in the Call Center by providing quality actions and resolutions to their concerns and queries.

• Follow communication/update expectations with clients, in accordance with the company policies, scheme or agreed time frames set.

• Answer inbound calls as well as assist customers who have specific inquiries

• Build customer’s interest in the services and products offered by the company

• Provide personalized customer service of the highest level

• Update the existing database with changes and the status of each existing/prospective customer/member

• Document details of telephone conversation and actions taken.

• Maintaining records and close-loop each call by completing the clerical duties which includes faxing, filling up paperwork, doing checks on credit references, as well as liaising with other departments

• Analyze the various parts of a problem properly and develop logical solutions within the permitted scope of work.

Skills