Contact Center Agent at Contact Solutions Limited (Consol)

Job description

Job Duties/ Responsibilities/ Accountabilitie

• Handle customer complaints or enquiries via telephone, emails or text messages.
• Provide customers with needed information and support
• Make outbound calls.
• Receive inbound calls
• Ensure that customers/callers are satisfied.
• Gather information from customers..
• Consistently ensure call(outbound/inbound) quality
• Contributes to team effort by accomplishing related results as needed.
• Exhibiting competent product Knowledge.
• Promote good listening skills.
• Manage length of calls.
• Utilize computer technology to handle high volume of calls
• Work closely with Team leads, supervisors and call centre manger to ensure synergy and all time customer satisfaction
• Adherence to call script and call centre policies.
• Compile reports

Core Skills

• Communication (Wolof Language and English)
• PC/personal productivity tools – Words for windows, Excel, PowerPoint ,Mailing
• Excellent Communication Skills
• Customer Service Skills
• Excellent Telephone Etiquette
• Listening Skills 

Generic Skills 

• Customer Orientation
• Dealing with stress
• Goal Orientation
• Quality Orientation
• Adaptability
• Excellent Interpersonal Skills
• Detailed
• Resilience
• Smartness
• Integrity

Qualification

• Minimum of BSc. or HND in any field -
• Minimum Experience
• Minimum of 1-2  years relevant work experience a the Contact Centre
• Working knowledge of appropriate CRM software and understanding of the Contact center industry

Grade

• Officer