Call Centre Agent – Lead ESC Job Portal

Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
De-escalate situations involving dissatisfied customers, offering patient assistance and support.
Call clients and customers to inform them about the company’s new products, services, and policies.
Guide callers through troubleshooting, navigating the company site or using the products or services.
Active listening skills for determining customer needs
Patience to deal with frustrated customers in a polite, professional manner
The ability to follow call scripts, if needed
Collaborate with other call centre professionals to improve customer service.
Provide friendly, courteous service to customers always and ensure they finish their call with you satisfied and happy.
Escalate customer complaints to the complaints team or management.
Work in line with company KPI’s regarding call volume and service levels.

Strong communication, both written and verbal
Great active listening skills
Exceptional interpersonal and rapport building skills.
A patient and empathetic attitude
Strong time management and organizational skills
Adaptability and flexibility
Comfortable working in fast-paced environments
Computer literacy
Phone skills, including familiarity with complex or multi-line phone systems.
In-depth knowledge of a company’s products and/or services
Expertise in the customer service area they focus in, such as accounts, sales, technical support, or another area.
Able to multi-task effectively.

Interested and qualified individuals should send their CVs to [email protected] with the job title as the subject of the application.

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