Call Centre Agent
Position Overview
We are seeking a highly organised and proactive Call Center Agent to serve as the front-line 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 second-level solutions to customer enquiries and concerns.
- Deliver high-quality 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 call-backs, 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 high-pressure or challenging situations.
- Conflict resolution and complaint-handling skills.
- Ability to remain calm and composed under pressure.
Requirements
Required Qualifications & Experience
- HND or Bachelor's 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 customer-facing 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 multi-channel support (phone, email, chat) is beneficial.
Benefits
What We Offer
- A dynamic and purpose-driven work environment.
- Opportunity to contribute directly to strategic outcomes.
- Professional development and growth within a forward-thinking organisation.
- Competitive salary package and benefits.