Call Centre Representative at Konga Online Shopping Limited

Job Duties / Responsibilities / Accountabilities

• Receive a Minimum of 90 calls per day and ensure accurate and satisfactory answers are given to their queries and concerns.
• Identify and escalate customers/merchant related queries to other supporting units or to the Supervisor/Team Lead for resolution.
• Sell, upsell and cross sell products
• Document all call information according to standard operating procedures
• Place / Confirm customer/merchant orders via the CRM tool
• Identify and escalate issues to supervisors when necessary
• Resolve about 70% complaint at first contact
• Having an average handling time of 3min 30sec for all calls received per day.

Key Performance Indicators

• Near Zero incidence of non-documentation/escalation of customer/merchant related complaints/requests
• Near zero incidence to customer dissatisfaction
• Near zero incidence to customer disengagement
• Knowledge and Experience
• Excellent communication skills (Verbal and Written) and active listening skills
• Active Listening skills
• Attention to details
• Problem analysis and problem-solving.
• Empathy and patience.

Qualifications

• Bachelor’s Degree in any field
• Previous experience in a customer support role
• Track record of over-achieving quota
• phone and verbal communication skills along with Strong
• active listening
• Familiarity with CRM systems and practices.

Working Relationship:
Internal:

• Customer service, Retail, Bulk, Commercial Operations, Konga Logistics, Merchant Improvement, and Marketing.

External:

• Customers and Merchant.