Contact Center Agent at ICS Outsourcing

Working Days: Monday to Friday

Job Summary:

ICS Outsourcing is seeking a highly motivated and customer-focused Contact Center Agent to join our client team. The ideal candidate will be responsible for handling inbound and outbound calls, providing excellent customer service, resolving inquiries, and ensuring customer satisfaction. This role requires strong communication skills, patience, and the ability to work effectively in a fast-paced environment.Key

Responsibilities:

• Answer inbound calls and respond to customer inquiries in a professional manner.
• Make outbound calls to follow up on customer issues, surveys, or campaigns.
• Resolve customer complaints efficiently and escalate complex issues when necessary.
• Provide accurate information about products, services, and company policies.
• Maintain detailed and accurate records of customer interactions in the CRM system.
• Meet or exceed daily/weekly performance targets (e.g., call handling time, resolution rate).
• Collaborate with team members to improve service delivery and customer experience.

Requirements:

• Minimum of OND/NCE qualification; Bachelor’s degree is an added advantage.
• Previous experience in a call center, customer service, or related field preferred.
• Excellent communication and active listening skills.
• Ability to multitask, manage time, and handle pressure effectively.
• Proficiency in MS Office and CRM software.
• Strong problem-solving and conflict-resolution skills.
• Proximity to the job location is very important. Candidates living close by will be given preference.