- Assist in the formulation of targets for individuals and teams
- Answer questions from Clients and provide guidance and feedback
- Anticipate escalation and take over calls when needed
- Measure performance with key metrics such as call abandonment, calls waiting etc.
- Ensure adherence to policies for attendance, established procedures etc.
- Keep management informed on issues and problems
Proven experience as call center agent 1 year of Experience in at least Experience in customer service is essentialProficient in English; Good knowledge of additional languages will be a definite plusWorking knowledge of MS OfficeTech savvy with knowledge of telephone equipment and relevant computer programsKnowledge of performance evaluation proceduresOutstanding communication and negotiation abilitiesA results-oriented approachExcellent organizational and leadership skillsAbility to work under pressureGrad OnlyFluent in English.