Call Centre Associate at Lily Hospitals Limited

Job Summary

• A Call Center Officeris responsible for providing exceptional services to clients/customers by handling a high volume of inbound and outbound calls, responding to inquiries, handling complaints, answering questions, and seeking to create a positive experience for each caller.

Key Responsibilities
The key responsibilities of this role are:

• Manage large amounts of inbound and outbound calls in a timely manner.
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives using available resources and applicable software.
• Identify and escalate issues to supervisors.
• Provide product and service information to customers.
• Route calls to appropriate resources.
• Seize opportunities to upsell products and services when they arise.
• Build sustainable relationships and engage customers by taking the extra mile.
• Keep records of all conversations in our call centre database in a comprehensible way, complete call logs and reports and Document all call information according to standard operating procedures.
• Recognize, document, and alert the management team of trends in customer calls.
• Frequently attend educational seminars to improve knowledge and performance level.
• Meet personal/team qualitative and quantitative targets.

The Person

• HND / B.Sc in Mass Communication, English Language, Linguistics and other related Social Sciences
• 1-3 years of experience in a call centre environment
• Previous experience in a customer support role
• Superior active listening, verbal, and written communication skills
• Proficient in relevant computer applications
• Familiarity with CRM systems and practices
• Knowledge of customer service practices and principles
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Track record of over-achieving quota
• Excellent data entry and typing skills
• Ability to handle stressful situation appropriately

Remuneration

• Salary in line with industry standard