Contact Centre Advisor at The GIG Group

Key Responsibilities:

• Handling Outbound and Inbound calls from customers.
• Providing information and resolving customers on complaints regarding specific products as well as services.
• Selling additional services by recognizing opportunities to up-sell Transferring customer calls with complex queries to appropriate staff.
• Recognizing, documenting, and informing the supervisor regarding the trends in internal and external customer calls.
• Provide information and advice to customers relating to bus fare, booking procedure, and other inquiries - in a patient and calm manner through all service channels
• Interpret and accurately communicate our terms and conditions of service where and when applicable
• Assist guest in managing existing reservations/ bookings with reference to rescheduling and re-routing
• Enter details of every contact in the system as required, obtain new customers
  information and update existing customer details on the CRM
• Ensure deliverables are met within ascribed SLA timeframe

Qualifications

• First degree from a recognized institution
• Previous experience in a Call Center role is highly preferred
• Social Media Savvy
• Professional writing and reporting Skills
• Excellent Customer service skills
• Good working knowledge of the CRM systems

Personality requirements/Traits

• Result and Service-Oriented (Able to follow through)
• Creative problem solving with good eye for details
• Ability to efficiently display basic Marketing/Negotiation skills
• Ability to multi-task, work to deadline and under pressure