Call Centre Agents/ Customer Support Representatives

• Attends or make customer calls and provide accurate, satisfactory answers to their queries and concerns.
  
• Guide callers through troubleshooting, navigating the company site or using the products or services.
  
• Anticipates customer needs by constantly evaluating the nature of frequent inquiries.
  
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
  
• Ensure smooth operational processes according to the set KPIs.
  
• Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items
  
• Call clients and customers to inform them about the company s new products, services and policies.
  
• Maintaining good level of discipline and service standards.
  
• Maintains a calm demeanor during periods of high-volume calls or unusual events.
  
• Communicates information and necessary updates to operations manager.
  
• Abide to operational policies and procedures, including safety and security.
  
• Collaborate with other call center professionals to improve customer service.
  
• Help to train new employees and inform them about the company s customer management policies
  

Requirements

• Minimum a high school graduate or preferably a university graduate.
  
• At least 2 years of experience being a customer support telephone operator.
  
• Adaptability to learn and must be aware of basic etiquette of business communication.
  
• Preferably experienced in the fleet management and customer support solutions.
  
• Aware of industry best practices, standards their impact on customer service levels.
  
• Ability to thrive under pressure and work independently in a fast-paced environment.