Contact Centre Professional at SmartSMSSolutions

Job Description

• The Contact Centre unit is part the Customer Service Department headed by the Chief Customer Officer (CCO). Contact Centre has the mandate of handling all the requests made by clients in a timely and efficient manner.
• The centre as a whole has standardized goals to achieve as well as each agent. The Contact Centre Professional is responsible for ensuring that the clients who initiate contact with the contact centre receives a satisfactory level of service with their requests, questions and concerns.
• The position collaborates with the following department to achieve the set goals: Telemarketing, Sales, Application Development, Routing/Termination and Strategic Planning.

Essential Job Function

• Take calls from/chat with clients, listening to their requests and queries
• Develop a real rapport with customers to gain their trust and confidence and to get a clear picture of their individual needs
• Answer simple queries swiftly and politely
• For more complex queries, ask further questions to help gather more information about each customer’s exact needs
• Guide customers through the various mobile marketing products and services we provide
• Ensure that the correct action is taken to meet that clients’ mobile marketing needs and preferences
• Escalate issues when and where necessary
• Determine requirements by working with customers
• Answer inquiries by clarifying desired information; researching, locating, and providing information.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfil requests by clarifying desired information; completing transactions; forwarding requests.
• Sell additional services by recognizing opportunities to up-sell or cross-sell product and services; explaining new features.
• Maintain call centre database by entering information.
• Keep equipment operational by following established procedures; reporting malfunctions.
• Update job knowledge by participating in educational opportunities both in-house and off-site
• Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Maintain stipulated call centre KPI

Success Criteria:
The Contact Centre Professional is measured regularly against the standard Contact Centre KPIs. Success criteria include:

• Meeting and exceeding client expectation assessed through regular client feedback
• First contact resolution percentage
• High call quality as measured against the company standards
• The Primary criteria for success is the ability to achieve an average of ninety percent rating in customer satisfaction at the end of each month.

Qualifications/Requirements

• Minimum of OND qualification
• Minimum of 2 years call centre experience

Skills and Knowledge:

• Must be able to talk, think and type at the same time
• Must be able to pay attention to details
• Must be able to touch-type and attain a minimum of 40 words per minute
• Must be proficient in use of computer especially MS office packages
• Must have good command of English Language
• Dynamic and enthusiastic person with good written and verbal communication skills
• Persuasion and Influencing skills, strong negotiating skills
• Good work organization, time management skills and ability to work under pressure
• Ability to work quickly, methodically and accurately
• Sound interpersonal skills
• Ability to work as part of a team
• Self-motivated, delivers quality work and is proactive
• Result driven as this is a high-performance, output environment
• Ability to work to targets
• Ability to self-manage and self-motivate- must be a self-starter and work with minimal supervision.