Customer Service
fulltime_permanent mid_levelJob Overview
About the Role
We are looking for a dedicated and customer-focused Call Centre Agent to join our Operations team. In this role, you will be responsible for delivering exceptional customer service by handling inbound and outbound calls, resolving inquiries, and processing customer requests efficiently.
Customer Service & Operations
Answer inbound calls and respond to customer inquiries professionally and courteously
Identify customer needs and provide appropriate solutions within set timeframes
Handle complaints, inquiries, and follow-ups to ensure resolution
Maintain accurate records of customer interactions in CRM systems
Process orders, forms, and applications as required
Follow company communication procedures and policies
Engage customers and provide a positive service experience
Participate in training sessions and team meetings
Assist with special projects and team tasks as needed
Workplace Safety & Compliance
Comply with company health, safety, and hygiene policies
Maintain a clean and safe work environment
Report incidents, hazards, or accidents in line with company policy
Key Performance Indicators (KPIs)
Average Handle Time (AHT): Under 5 minutes
First Call Resolution (FCR): > 90%
Schedule Adherence: > 95%
Call Reason Documentation: 100% accuracy