Job Title:  Contact Centre Agent - Inbound

Position Overview

Contact Centre Agent will answer inbound calls from customers who want to lodge complaints, respond to enquiries & follow-ups and provide general information. Contact Centre Agent will be a member of a Team and report to a Contact Centre Team Leader. Contact Centre Agent may also interact with the customers via voice or other communication channels.

Key Responsibilities

• Answer inbound calls.
• Manage and resolve customer complaints.
• Identify and escalate issues to Team Leader and Manager.
• Provide service information to customers.
• Research required information using available resources.
• Research, identify, and resolve customer complaints using applicable software.
• Route calls to appropriate resources.
• Document all call information according to standard operating procedures.
• Recognize, document, and alert the management team of trends in customer calls.
• Follow up customer calls where necessary.
• Complete call logs and reports.
• Other duties as assigned.

Qualifications and Skills

• High school diploma or above.
• Proficient in relevant computer applications.
• 1-3 years of experience in a contact centre environment.
• Knowledge of customer service practices and principles.
• Excellent data entry and typing skills.
• Superior listening, verbal, and written communication skills.
• Ability to handle stressful situation appropriately.