Call Center Agents

Responsibilities:
Interacting with Customers

• Communicate to the customer in a clear, accurate, appropriate and timely manner.
• Understand the needs of the customer and build rapport.
• Ensure any customer query is clearly understood and employ problem solving and troubleshooting techniques.
• Explain the nature of the services by utilizing the approved communication script (where applicable).
• Achieve relevant targets (such as first call resolution).
• Identify and escalate customer issues when unable to assist.
• Demonstrate product knowledge and understanding of standard operating procedures.
• Ensure communication is adapted to meet the needs of the specific individual.
• Enable customer surveys as required for customer satisfaction measurement
• Ensure high levels of customer satisfaction for all calls taken in line with campaign benchmarks.

Customer Services:

• Assisting customers with general enquiries relating to their concerns.
• Educating customers on Self Help Guides .

Ensuring accuracy of customer information:

• Capture all customer information onto the system
• Document call information on the systemRecord the disposition of the call on the system utilizing the appropriate result code.

End-To-End Call Resolutions

• Assisting customers with technical queries related to client services.
• Query resolution not exclusive but including operating systems and software
• Responsible for the call from logging it, liaising with dispatch department and ensuring call resolution with the customer.

Schedule adherence and compliance to call structure:

• Ensure adherence and conformance to scheduled shifts and break times.
• Comply with recommended Call Average Handling times for specific campaigns.
• Adhere to quality requirements for call assessment processes.
• Ensure achievement of required quality assessment score.
• Ensure that all legal and compliance requirements of the call are met.

Skills and Competencies:

• Good communication at all levels and an excellent command of the required language.
• Active Listening skills.
• Empathy.
• Product knowledge and an understanding of customer service principles and practices.
• Problem solving skills and the ability to trouble shoot.
• Professional and polite with a customer service orientation.
• Adaptability and resilience
• Target driven with high energy levels.
• Computer literate with good key board skills.
• Attention to detail ensuring all legislative and compliance requirements are covered for each call; customer enquiry and details are understood. 

Experience & Qualifications:

• SHS or equivalent.
• Proficient computer literacy and familiarity with a CRM system.
• Proven technical support proficiency as a customer service or sales agent preferably in an inbound call centre is essential.
• 1-year experience in the call centre industry.
• Successful completion of the relevant in-house training programme including training on the client specific product.

Location: Accra
Employment Type: Full-Time
Salary Range: Attractive