Job Description

Responsibilities: Making outbound customer engagements Handling web-chat queries Responding to customer emails and SMS\xe2\x80\x99s Handling Inbound calls Achieving set performance KPIs Updating and recording customer info in CRM Informing TL of any anomalies or trends noticed via general activity Conflict resolution Attending and participating in team meetings with TL & agents Attending coaching, training and OOO\xe2\x80\x99s with TL &/or QA Sharing win\xe2\x80\x99s & loses with team Developing skills and ability to achieve KPIs Call Quality compliance as per the defined parameters. Completing Adhoc tasks or campaigns as required by the Contact Centre. Requirements: Strong communication skills / local language (verbal and written) is essential Minimum 1 year\xe2\x80\x99 sales or customer service experience. Proved sales experience preferred. Experience in managing enquiries from online chat and social media platforms Ability to confidently and professionally make warm and \xe2\x80\x9ccold calls\xe2\x80\x9d to customer Ability to build rapport quickly with customers over the phone Excellent listening skills to actively listen to customers and interpret their needs Effectively deal with objections Deal with customers that may be angry about receiving unsolicited calls Demonstrated ability to work effectively in a team environment Demonstrated organizational and time management skills, with the ability to prioritize An ability to service and work with people from different cultural backgrounds Results driven with a \xe2\x80\x98can do\xe2\x80\x99 attitude Intermediate level of computer literacy - MS Office - Word, Excel and email Strong typing/data entry skills Ability to multi-task and retain information Ability to handle pressure
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Bachelor\'s or Equivalent