Call Centre Representative at Alfred & Victoria Associates

Job Purpose

• We are looking for a Call Centre Representative that will be the liaison between our company and its current and potential customers.
• The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behaviour.

Responsibilities

• Manage large amounts of inbound and outbound calls in a timely manner
• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Follow communication “scripts” when handling different topics
• Seize opportunities to upsell products when they arise
• Meet personal/team qualitative and quantitative targets
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Call clients and customers to inform them about the company’s new products, services and policies
• Guide callers through troubleshooting, navigating the company site or using the products or services

Education

• Bachelor's Degree in Commerce or related fields is preferred.

Experience:

• 1 - 2 years of work experience.
• Prior experience with customer service and call centers in relevant job roles.

Key Skills and Competencies:

• Strong communication, both written and verbal
• Great active listening skills
• Exceptional interpersonal and rapport building skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Troubleshooting skills, either basic or advanced, depending on the role and industry
• Computer literacy
• Phone skills, including familiarity with complex or multi-line phone systems
• Expertise in the customer service area they focus in, such as accounts, sales, technical support or another area
• Ability to speak multiple languages, especially those common among callers.

Application Closing Date 7th September, 2022.