Contact Center Agent at Catilas Resources Limited

Description
Job Summary:

Catilas Resources Limited on behalf of our client, a leading commercial Bank urgently needs the services of Contact Center Agents. The ideal candidate will be confident, target-driven, customer-centric, and possess a proven track record in customer support.

Responsibilities for this Role Include:

• Inbound Customer Support:
  • Handling incoming calls, emails, chats, and other communication channels from customers seeking assistance, information, or issue resolution.
• Outbound Customer Engagement:
  • Making outbound calls to customers for various purposes, such as surveys, follow-ups, sales, or appointment reminders.
• Technical Support:
  • Providing technical assistance and troubleshooting for products or services.
  • Guiding customers through problem-solving processes.
• Sales and Up-Selling:
  • Handling sales inquiries and processing orders.
  • Identifying opportunities for up-selling or cross-selling additional products or services.
• Customer Relationship Management (CRM):
  • Updating and maintaining customer information in a CRM system.
  • Documenting customer interactions and feedback.
• Multichannel Support:
  • Managing customer communication across various channels, including phone, email, chat, social media, and messaging apps.
• Quality Assurance:
  • Monitoring and evaluating customer interactions for quality and adherence to established standards.
  • Providing feedback and coaching to agents for improvement.
• Training:
  • Conducting training sessions for new agents on products, services, and communication skills.
• Escalation Management:
  • Handling and escalating complex issues to higher levels of support or management when necessary.
  • Ensuring timely resolution of escalated concerns.
• Feedback Collection:
  • Gathering customer feedback through surveys, reviews, or other means.
  • Using feedback to identify areas for improvement and enhance customer satisfaction.
• Compliance and Security:
  • Ensuring that agents adhere to legal and regulatory requirements.
  • Implementing security measures to protect customer data.

Requirements

• Previous experience in a customer support role.
• Track record of over-achieving quota.
• Strong phone and verbal communication skills along with active listening.
• Familiarity with CRM systems and practices.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities, and manage time effectively.
• HND/B.SC school degrees.