The Contact Center Agent is responsible for handling inbound and outbound customer interactions, providing timely and accurate information, resolving customer issues, and ensuring a positive customer experience. This role involves addressing customer inquiries through various communication channels, including phone, email, and chat, while adhering to company policies and maintaining a high level of customer satisfaction.

Accountabilities:

· Customer Interaction: Respond to customer inquiries, complaints, and requests via phone, email, and chat, ensuring all interactions are handled professionally and efficiently.

· Issue Resolution: Resolve customer issues by identifying the problem, offering solutions, and following up to ensure the problem is fully resolved.

· Product Knowledge: Maintain a deep understanding of the company’s products, services, and processes to provide accurate information to customers.

· Documentation: Accurately document customer interactions, including inquiries, complaints, and resolutions, in the company’s CRM system.

· Quality Assurance: Ensure that all customer interactions meet the company’s quality standards, including tone, accuracy, and timeliness.

· Escalation Handling: Recognize when an issue requires escalation and promptly refer it to the appropriate department or manager.

· Customer Feedback: Collect and document customer feedback, providing insights to management for continuous improvement.

· Compliance: Adhere to all company policies, procedures, and regulations, ensuring compliance in every customer interaction.

· Performance Metrics: Meet or exceed individual and team performance targets, including response time, resolution rate, and customer satisfaction scores.

Skills

Position Requirements

Qualification:

· High school diploma or equivalent; a college degree is a plus.

Experience and Skills

· Minimum of 1-2 years of experience in contact center role.

· Experience with CRM software and contact center technology.

· Strong verbal and written communication skills.

· Ability to multitask and manage time effectively in a fast-paced environment.

· Problem-solving skills with a focus on customer satisfaction.

· Proficiency in using computers and relevant software applications.

· Ability to work in shifts, including evenings, weekends, and holidays, if required.

Competencies

· Customer Focus: Strong commitment to understanding and meeting customer needs.

· Communication: Clear and effective communication skills, both verbal and written.

· Patience and Empathy: Ability to remain calm and empathetic when dealing with challenging situations.

· Attention to Detail: Meticulous in recording customer interactions and following processes.

· Adaptability: Flexibility to adapt to different customer situations and changing work environments.