Contact Center Specialist

Job Description

• Answering phones from customers professionally and responding to customer inquiries and complaints.
• Researching required information using available resources.
• Handling and resolving customer complaints regarding product sales to customer service problems.
• Providing customers with the organization’s service and product information.
• Processing forms, orders, and applications requested by the customers.
• Identifying, escalating priority issues and reporting to the high-level management.
• Routing inbound calls to the appropriate resources.
• Following up complicated customer calls where required.
• Completing call notes and call reports as necessary and updating them in the CRM.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Recording details of comments, inquiries, complaints, and actions taken.
• Managing administration, communicating and coordinating with internal departments.
• Manage large amounts of inbound and outbound calls in a timely manner
• Handle all chat channels and social media.
• Seize opportunities to upsell products when they arise
• Document all call information according to standard operating procedure
• Other duties as assigned

Job Requirements

Education and Experience

• Proficient in relevant computer applications
• At least one year experience in customer service and tele sales.
• Required language (English)proficiency
• Knowledge of customer service principles and practices
• Knowledge of call center telephony and technology
• Good data entry and typing skills
• Knowledge of administration and clerical processes
• Available to work in rotational shifts
• Shift duration: 9 Hours ( including 1h break)
• 2 Days off per week

Key Competencies and Skills

• Verbal and written communication skills
• Listening skills
• Problem analysis and problem solving
• Customer service orientation
• Organizational skills
• Attention to detail
• Judgment
• Adaptability
• Team work
• Stress tolerance
• Resilience