Bilingual Call Centre Agent - NYSC Intern at Pal Pensions

• Log on to Fonality and CRM between 8am-5pm
• Answer phone promptly – 100% of all calls must be picked
• Promptly respond to customer request both telephony and email
• Ensure an AHT of 2.15min per call
• Log all queries received on CRM immediately
• Research required information using available resources

Others Include:

• Display polite phone etiquette while receiving customer’s call
• Provide customers with product and service information
• Identify, troubleshoot and resolve customer issues using the computer system - CRM
• Interpret, verify and accurately enter data in CRM in processing customer’s call
• Follow-up on customer enquiries not immediately resolved
• Learn, understand and maintain knowledge of products and services offered by the company
• Collect accurate and complete information from customers
• Communicate with other units and all members of Customer Service Team
• Attend and participate in company Quality Assurance and Compliance in-service/training programs on an ongoing basis
• Collate report weekly
• Research contribution issues and resolve
• Recognize, document and alert supervisor of trends in customer calls
• Recommend process improvements