CRM Agent

Job Description

• Role Purpose Provide an efficient Customer Chanel for Customer feedback through assisting customers in a friendly and professional manner with all calls coming into Wham Hotline, inquiries, suggestions or Complaints. Log all feedback onto the system and send necessary feedback to relevant Departments.

KEY ROLE SPECIFIC ACCOUNTABILITIES:

• Attends all assigned calls promptly and courteously based on pre-set Call Center SLA’s and KPIs.
• Route calls to relevant Departments and follow-up where necessary.
• Handles customer complaint professionally and responds with efficient solutions and escalates where necessary.
• Briefs the Duty Manager on complaints that require management assistance.
• Generate daily Call Center reports

Job Requirements

Job Requirements

• Strong phone and verbal communication skills along with active listening
• Familiarity with CRM systems and practices
• Customer focus and adaptability to different personality types
• Bachelor Degree