Call Centre Officer at Echolab Radiology and Laboratory Services

Job Description

• Manage large amounts of inbound and outbound calls or media correspondence in a timely manner.
• Follow communication “scripts” when handling different topics.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Building lasting relationships with clients and other call center team members based on trust and reliability.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Processing forms, orders and applications requested by the customers.
• Identifying, escalating priority issues and reporting to the high-level management.
• Utilizing software, databases, scripts, and tools appropriately.
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Seize opportunities to upsell products when they arise. Making sales or recommendations for products or services that may better suit client needs.
• Build sustainable relationships and engage customers by taking the extra mile.
• Make bookings as required for clients.
• Document all call information according to standard operating procedures and records of all conversations in our call center CRM database in a comprehensible way.

Requirements

• Minimum of a HND or B.Sc Degree in Sciences, Management, or related field
• 1 - 2 years of experience as a Call Centre Agent
• Understanding of the Contact center industry.
• Working knowledge of appropriate CRM software
• Certified Call Center Professional.