Call Center Operator at HelloMe Limited

About the Role

• The HelloMe Team is built of like-minded individuals on a mission to demystify digital banking services. We are committed to hiring industry experts and those with a passion for customer-driven results.
• We are looking to recruit an enthusiastic Call Centre Voice Specialist to engage current and potential customers through all interaction channels to provide support, and ensure customer satisfaction, and retention towards the fulfillment of the strategic goal of the company at large.
• This is an exciting opportunity to join an organization with a dynamic and fast-paced culture, provide exceptional service to our users, and work with cross-functional teams to design, build, and launch services that are in line with the vision and strategy of the company.

Job Overview

• In this role, you are expected to be the liaison between our company and its current and potential customers, providing customer satisfaction by engaging with customers via telephone.
• You will handle incoming calls from customers with empathy and courtesy, respond to emails and instant messages promptly, provide accurate information, effectively solve customer issues, take orders, address customer inquiries and concerns, and also resolve complaints related to the company's products or services with utmost professionalism and efficiency.
• To be successful in this position, you will have to demonstrate excellent customer service skills, a detailed knowledge of technical and computer-based tools, the industry's best practices, and evidence a professional track record of effectiveness.

Responsibilities

As a Call Centre Voice Specialist, your responsibilities are outlined below:

• Handle customers' inquiries and complaints about the company's products and service and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Manage large amounts of inbound and/or outbound calls in a timely and professional manner.
• Make outbound calls and establish rapport with clients by using effective communication skills.
• Preserve the company's reputation while handling customers' insecurities and complaints with professional etiquette and patience.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Follow communication procedures, guidelines, and policies while resolving customers' complaints through multiple channels.
• Ensure that all customer interactions, transactions, comments, and complaints are appropriately recorded and logged for proper analysis and escalation by a supervisor.
• Carry out onboarding calls to assess the level of service satisfaction and cross-sell opportunities.
• Build lasting relationships with customers, earn trust and buy-in from customers in order to get referral business and retain customer loyalty.
• Proactively sell the company's products and services via the telephone.
• Conduct continuous customer service surveys to understand the customer's perception of the company's service and identify areas that need improvement.
• Acknowledge and refer complaints received during telesales calls to the Complaints Team for follow-up on resolution where the same cannot be resolved immediately.
• Be thoroughly conversant with all the company's products and services to be better equipped to provide support to customer inquiries and complaints.
• Provide feedback on the efficiency of the customer service process.
• Identify and assess customers' needs to achieve customer satisfaction.
• Ensure the highest level of excellent customer service standards and support is maintained.
• Promote and provide comprehensive information about our company's services and products to customers.
• Document call details, including notes and reports, in the Customer Relationship Management (CRM) system.
• Take part in training and other learning opportunities to expand your knowledge of the company and adhere to all company policies and procedures.

Qualifications and Requirements

• Candidates should possess a Bachelor's Degree in Communication, Public Relations, or any related field with a minimum of 3 years of job-related experience.
• Excellent customer service skills with the ability to interact professionally with customers.
• Excellent organizational, persuasive, and social skills.
• Ability to listen and probe effectively to determine customers' real needs.
• Excellent attention to details and accuracy in data entry.
• Excellent verbal communication; fluency in written and spoken English Language.
• Ability to work independently without supervision and maintain customer confidentiality.
• Knowledge of customer acquisition and retention strategies.
• An effective team player with strong work ethics and a positive attitude.
• Flexible working hours, including weekends and holidays as required.
• Accurate comprehension, interpretation, and capturing of information.
• Friendly disposition, charming character, and amiable personality.
• Ability to multitask, prioritize tasks, and work efficiently in a fast-paced result-oriented industry.
• Proficiency and working knowledge of Microsoft Office Suite. (Excel, PowerPoint, Word, etc.)

Work Experience:

• A minimum of 3 years of Customer Service, Customer Relations, Sales, Telemarketing, Client Relations Experience in Telecoms Industry is preferred.

Benefits

• Salary
• Pension
• Health Maintenance Organization (HMO)
• 13th Month Salary.