Call Centre Agent
Call Centre Agent
Posted on :
18-05-2025
Employer Active
1 Vacancy
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Job Description
Position Overview
We are seeking a highly organised and proactive Call Center Agent to serve as the frontline representative of the organisation delivering outstanding customer service by addressing inquiries resolving issues and providing accurate information. This role requires excellent communication skills telephone etiquette and the ability to use various systems and tools effectively to meet customer needs in a timely and professional manner.
Key Responsibilities
- Provide secondlevel solutions to customer enquiries and concerns.
- Deliver highquality support and service via phone calls to customers.
- Apply appropriate telephone etiquette to manage a range of customer interactions.
- Utilise available systems and tools effectively to resolve customer queries.
- Demonstrate strong questioning and active listening skills to support effective communication.
- Handle special telephone tasks such as call transfers taking messages scheduling callbacks managing holds and addressing unintentional disconnections professionally.
- Maintain a positive and professional attitude during all customer interactions.
- Participate in scheduled training coaching sessions and performance improvement programmes.
Key Skills
- Clear verbal and written communication.
- Active listening and empathy.
- Ability to explain solutions in a simple and relatable manner.
- Patience and professionalism in highpressure or challenging situations.
- Conflict resolution and complainthandling skills.
- Ability to remain calm and composed under pressure.
Requirements
Required Qualifications & Experience
- HND or Bachelors degree in Mass Communication Business Administration or a related field.
- Professional certification or membership in Customer Service Business or Communications (desirable).
- Basic proficiency in Microsoft Office (Word Excel) and other standard office tools.
- Up to 2 3 years of experience in a customerfacing role (e.g. retail hospitality call centre) is an advantage
- Prior experience in a call centre or help desk environment is an advantage.
- Familiarity with call scripts CRM systems or multichannel support (phone email chat) is beneficial.
Benefits
What We Offer
- A dynamic and purposedriven work environment.
- Opportunity to contribute directly to strategic outcomes.
- Professional development and growth within a forwardthinking organisation.
- Competitive salary package and benefits.
Employment Type
Full Time
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