Junior Call Center Agent

Position Description:

As a Junior Call Center agent you play a crucial role in our operations. Your primary function is to receive customer calls and deliver exceptional customer service by addressing their queries and concerns. Your role is vital in documenting all customer interactions and ensuring quality service delivery in line with our guidelines and key performance indicators.

Key Responsibilities
Answers customer calls and addresses issues/concerns.
Provides accurate and completed needed/requested information following call flows and processes.
Communicates appropriate options to provide timely resolution
Documents/Logs all customer interactions following the quality standard
Coordinates with a higher level of support for out-of-scope type concerns

Educational Background
At least Senior High School Graduate (K-12) or College Undergrad
Customer Service/Contact Center Training and Certification is an advantage but not a requirement
Career Experience
Fresh Graduates or New to the BPO Industry are welcome to apply
Skills
Ability to engage in English conversations.
Actively listens shows empathy and always maintains professionalism.
Guides customer interactions per the Company and Clients service strategy and policies.
Capable of clearly and cohesively documenting relevant call details adhering to quality standards.
Able to follow call flows directives and processes.
Proficient in typing and keyboarding.
Possesses primary computer and internet literacy.

Other Expectations
Amenable to working 100% onsite.
Amenable to work on a graveyard and shifting schedule
Proactive and has a customer service-oriented mindset
Schedule Adherence: Complies to assigned shift schedules (including but not limited to Start Time End Time and Breaks/Lunch); complies with rest day schedules; adheres to leaves filing policy outlined by the engagement/company
Quality Compliance: Follows all quality standards following the engagement/company policies; Ensures all quality deficiencies are corrected promptly for activities in their function
Teamwork and Communications: Ensures attendance to all required meetings (either for engagement-related meetings or for company-related meetings); Acts as backup for teammates and addresses excessive call volume caused by absenteeism
Can work under pressure
Must be flexible with the ability to adapt to changes quickly.
At our company we value continuous learning and growth. We are committed to providing the necessary support and resources to enhance your skills and knowledge. We encourage a proactive and customer service-oriented mindset are receptive to feedback and are always open to learning.

Skills:

• Call/Contact handling
• English
• Customer Service & Support

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our teamone of the largest IT and business consulting services firms in the world.